Transdev

Transdev Services, Inc. seeks a motivated individual to join its team at our San Francisco Paratransit Office as a Customer Service Specialist.. Position Overview: This is an important administrative & clerical support position in Transdev’s management of the SFMTA Paratransit Program.. 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, and providing basic information regarding eligibility for paratransit services.. Ability to communicate in a foreign language such as Spanish, Russian, Chinese, Filipino or other language is most helpful.. Some knowledge of municipal/public transportation concepts, such as ADA Paratransit and exposure to federal, state and local laws is preferred.

customer service specialist

<div align="center" style="text-align: center;"><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Job Description </span></u></b><b><u></u></b></span></div><div align="center" style="text-align: center;"><a></a><a></a><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Mobility Management Customer Service Specialist </span></u></b></span></div><div style="text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div style="text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;">Division:                          Paratransit</span></div><div style="text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;">Location:                         SF Paratransit Brokers Office </span></div><div style="text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;">Salary:                            $20.96 - $24.50 per hour DOQ</span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;">Position Type:                Non-Exempt<b><u><span style="color: black;"></span></u></b></span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-size: 11.0pt;font-family: helvetica;color: black;">Transdev Services, Inc. seeks a motivated individual to join its team at our San Francisco Paratransit Office as a Customer Service Specialist.</span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"><span style="color: black;"></span> </span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Position Overview:</span></u></b><span style="color: black;">  This is an important administrative & clerical support position in Transdev’s management of the SFMTA Paratransit Program.  The ideal candidate will be dependable and be capable of flexibly 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 assisting clients in enrolling in transportation services.  This position will be trained in those areas of specific focus as well as other general office functions.  Tools for processing all customer service-related matters will be furnished.</span></span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Key Responsibilities/Duties:</span></u></b><span style="color: black;"> </span>Candidate must be able to work dependably with reliability, integrity and must be able to achieve a high level of work product output with little, and at times, no direct supervision.  This position reports to Transdev’s SF Mobility Manager and is responsible for assisting clients with information and with enrolling in transportation services or navigating application requirements. 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, 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.</span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-size: 11.0pt;font-family: helvetica;">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.  Ability to communicate in a foreign language such as Spanish, Russian, Chinese, Filipino or other language is most helpful.  Generally, the position’s workdays and hours are Monday through Fridays, 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.  </span></div><div style="margin: 0.0in;text-align: justify;"><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Other Duties:</span></u></b><span style="color: black;"> </span></span></div><ul><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Must be able to perform general office work including data entry, filing, and perform other duties as assigned.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">May occasionally be required to attend regularly scheduled service provider and/or public meetings as needed.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">May be required to occasionally attend transit agency advisory committee or subcommittee meetings and/or other public meetings. These meetings are usually during the standard business day but may be scheduled during hours considered outside the standard workday.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">May be asked to assist with preparing meeting agendas, disseminating meeting announcements, recording meeting minutes or making brief oral and/or written presentations.</span></li></ul><div><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Skills/Knowledge/Abilities:</span></u></b><span style="color: black;"> </span></span></div><div><span style="font-size: 11.0pt;font-family: helvetica;color: black;"> </span></div><div><span style="font-size: 11.0pt;font-family: helvetica;color: black;">The following are required or preferred:</span></div><ul><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">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.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Candidate must be capable of demonstrating sound judgment, critical thinking, and ability to investigate complex issues. </span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">This position requires proven communications proficiency, both speaking and writing skills.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">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.  Experience working with seniors and persons with disabilities is a plus.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Advanced computer skills are a requirement of this job.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Proficiency with all MS Office Suite products including Outlook, Word, Excel and PowerPoint is required.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Must be able to process credit card transactions with accuracy.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Excellent follow up skills are required.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Candidate must possess the ability to read and comprehend federal provisions, state and local laws, and contract provisions.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-family: helvetica;font-size: 11.0pt;"><span style="">Some knowledge of municipal/public transportation concepts, such as ADA Paratransit and exposure to federal, state and local laws is preferred.</span></span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-family: helvetica;font-size: 11.0pt;">Understanding of various mobility challenges typically associated with senior, disabled, and other historically underserved populations. </span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-family: helvetica;font-size: 11.0pt;">Ability to speak a second language other than English is also preferred.</span></li></ul><p><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Experience/Educational Requirements<i>:</i></span></u></b><span style="color: black;"> </span></span></p><ul><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">High school diploma or GED is required.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Four-year college degree or at least 2 years of college preferred.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Minimum two years’ general work experience required.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">At least three years of progressively increasing responsibility in a fast-paced operations environment also preferred.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Some experience working with the elderly/disabled populations is desired.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">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.</span></li><li style="font-family: helvetica;font-size: 11.0pt;"><span style="font-size: 11.0pt;font-family: helvetica;">Good command of English, both speaking and writing.</span></li></ul><div><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Work Environment:</span></u></b><span style="color: black;"> 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 fifteen (15) 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. </span></span></div><div><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div><span style="font-family: helvetica;font-size: 11.0pt;"><b><u><span style="color: black;">Work Schedule:</span></u></b><span style="color: black;"> 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.</span></span></div><div><span style="font-family: helvetica;font-size: 11.0pt;"> </span></div><div><span style="font-family: helvetica;font-size: 11.0pt;">Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.  Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. </span><br /><span style="font-family: helvetica;font-size: 11.0pt;"> </span><br /><span style="font-family: helvetica;font-size: 11.0pt;">EEO is the Law Poster: <a target="url" href="http://www1.eeoc.gov/employers/poster.cfm">http://www1.eeoc.gov/employers/poster.cfm</a> </span><br /><span style="font-family: helvetica;font-size: 11.0pt;"> </span><br /><span style="font-family: helvetica;font-size: 11.0pt;">Drug free workplace </span><br /><span style="font-family: helvetica;font-size: 11.0pt;"> </span><br /><span style="font-family: helvetica;font-size: 11.0pt;">If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time;  be able to pass a drug screen and background check. </span></div>

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