Customer Service Specialist

Customer Service Specialist

Transdev Services, Inc. seeks a motivated individual to join the team at our San Francisco Paratransit Office as a Customer Service Specialist. Position Overview : This is an important clerical support position in the administration of the SFMTA Paratransit Program. The ideal candidate will be flexible in terms of handling customer service and finance-related tasks and daily assignments and must be willing to shift focus within these two key areas as needed. Examples of key tasks will include payment for fare media purchases via telephone and accepting / recording passenger complaints / compliments. This position will be trained in those areas of specific focus as well as other general office functions.

Key Responsibilities / Duties

Candidate must be able to work dependably with integrity and achieve a high level of work product output with little, and at times, no direct supervision. This position reports to the Assistant General Manager and is responsible to review, investigate and respond meaningfully in writing to all customer complaints, working closely with quality service telephone representatives, service provider complaint investigators, Broker contract compliance field monitors and other Broker management staff as necessary. Candidate must be capable of conducting follow up on specific complaints, especially those of a serious or recurring nature, as well as able to write clear, concise, meaningful and responses to complaints using professional spelling and grammar. This position will monitor quality of complaint details entered by other quality service staff and instruct them in methods of ensuring complaints are accurately recorded. This position shall track and ensure that a response is issued to each formal complaint within the established timelines, as well as ensure a final response is issued timely following any preliminary response. This position may also be asked to assist with preparing and recommending liquidated damages for substandard performance by contractors.

Other key tasks for this position include assisting in call center operations whenever needed, with particular emphasis on fielding inbound calls from customers, directly accepting and recording consumer feedback regarding our services, including complaints, answering rider questions regarding our services, providing fare and taxi account information, transacting customer payments made primarily via telephone or mail, and providing basic information regarding eligibility for paratransit services. Input is received by telephone, mail and via the internet. This is accomplished through regular communications with patrons via a call center environment and direct communications with other Broker staff, service provider representatives, SFMTA officials, the general public and others. This candidate must be capable of working closely and cooperatively with other staff, following up on missing or insufficient provider responses, identifying the core issues of a complaint and writing a cogent and succinct response letter. Candidate must possess or within 90 days achieve a working knowledge of the paratransit program rules and operating procedures. Additional capabilities include developing and regularly filing a variety of reports, including routine data summaries and special analytical reports. This position must be capable of working with data accessed from multiple databases. The successful candidate must possess proficient computer skills and be capable of properly managing work time including balancing multiple tasks with varying deadlines and objectives. Good documentation skills, time management skills and ability to work in a team environment with minimal oversight are necessary. This individual must be creative, energetic, and reliable and must act professionally at all times when interacting with the public and team members. The ideal candidate must have initiative and excellent follow up skills. Generally, the position's workdays and hours are Monday through Friday, 8 am to 5 pm. Occasionally, work commitments may require work outside these days / times, and this person must be flexible to work outside this schedule as needed to meet project deadlines.

Skills / Knowledge / Abilities

The following are required or preferred :

• Must be capable of communicating clearly at all times and in all situations and interacting with diverse groups of people in a sensitive and understanding manner.
• Candidate must be capable of demonstrating sound judgment, critical thinking, and ability to investigate complex issues.
• This position requires proven communications proficiency, both speaking and writing skills.
• This position requires a high level of sensitivity demonstrating empathy without being perceived as overly sympathetic or uncaring. Must maintain an even disposition when dealing with difficult or combative persons.
• Advanced computer skills are a requirement of this job.
• Proficiency with all MS Office Suite products including Outlook, Word, Excel and PowerPoint is required.
• Must be able to process credit card transactions with accuracy.
• Excellent follow up skills are required.
• Candidate must possess the ability to read and comprehend federal provisions, state and local laws, and contract provisions.
• Some knowledge of municipal / public transportation concepts, such as ADA Paratransit and exposure to federal, state and local laws is preferred.
• Ability to speak a second language other than English is also preferred.

Experience / Educational Requirements

High school diploma or GED is required. Four-year college degree or at least 2 years of college preferred. Minimum two years' general work experience required. At least three years of progressively increasing responsibility work experience in a fast-paced operations environment also preferred. Some experience working with the elderly / disabled populations is desired. Experience with transit scheduling software such as Trapeze PASS a plus but the ability to quickly learn to use these kinds of software tools is required. Good command of English, both speaking and writing.

Work Environment

Ninety-five percent (95%) of the work performed in the capacity of this position is in a professional office environment that is clean, well lit, and in compliance with the ADA's Architectural Standards. Minimal lifting is required and never any more than twenty-five (25) pounds. The remaining five percent (5%) level of work may be performed off-site but never in unsafe or hazardous surroundings. The office is environmentally friendly and neither smoking nor artificial scents are permitted in the work environment.

Work Schedule

Position is full-time, mostly Monday Friday, 8 AM to 5 PM, but candidate must be flexible and able to work non-traditional business days and hours including early mornings, evenings, nights, weekends and some holidays.