Transdev

The Complaint Resolution Specialist will be responsible for working collaboratively with MBTA staff and service providers to categorize, catalogue, maintain , investigate, and resolve customer complaints to the standard set forth by the MBTA.. The Complaint Resolution Specialist will report to the Quality Manager.. -Working with MBTA and service provider staff to process customer comments in accordance with MBTA goals and requirements. -Prior experience using paratransit scheduling & dispatch software such as ADEPT is a plus. -Thorough knowledge of ADA and MBTA requirements and standards

resolution specialist

<p><span>The Complaint Resolution Specialist will </span><span>be responsible for</span><span> working collaboratively with MBTA staff and service providers to categorize, catalogue, </span><span>maintain</span><span>, investigate, and resolve customer complaints to the standard set forth by the MBTA</span><span>.  </span><span>The Complaint Resolution Specialist will report to the Quality Manager.</span><span><br /></span>   </p><div><div><div><strong><span><span>Duties and responsibilities include:</span></span><span> </span></strong>   </div>   </div><div><ul><li><div><span><span>-Working with MBTA and service provider staff to process customer comments </span><span>in accordance with</span><span> MBTA goals and requirements</span></span><span> </span>   </div></li><li><div><span><span>-Researching and responding to customer complaints and compliments</span></span><span> </span>   </div></li><li><div><span><span>-Working with Quality Manager to conduct root cause analysis of customer complaints and including the output of this exercise to enhance the overall QA program</span></span><span> </span>   </div></li><li><div><span><span>-Using designated case management software to intake, categorize, catalogue, and </span><span>maintain</span><span> customer comments</span></span><span> </span>   </div></li><li><div><span><span>-Generate weekly reports on customer complaints, including trends analysis, root cause, </span><span>risks</span><span> and mitigations</span></span><span> </span>   </div></li></ul>   </div>  </div><div><div><div><strong><span><span>Qualifications for Complaint Resolution Specialists include:</span></span><span> </span></strong>   </div>   </div><div><ul><li><div><span><span>-Prior experience in a QA role dealing with customer comments with increasing tenure and responsibility, preferably in the transportation or paratransit industry</span></span><span> </span>   </div></li><li><div><span><span>-Excellent written communication skills preparing complaint responses </span></span><span> </span>   </div></li><li><div><span><span>-Demonstrated ability to work independently in a customer-facing role</span></span><span> </span>   </div></li><li><div><span><span>-Prior experience using paratransit scheduling & dispatch software such as ADEPT is a plus</span></span><span> </span>   </div></li><li><div><span><span>-Thorough knowledge of ADA and MBTA requirements and standards</span></span><span> </span>   </div></li><li><div><span><span>-Thorough knowledge of TRAC standard operating procedures</span></span><span> </span>   </div></li><li><div><span><span>-Hands-on experience in reservations, </span><span>scheduling</span><span> or dispatch a plus</span></span><span> </span>   </div></li></ul>   </div> <div style="background-repeat: no-repeat;outline: none;margin: 10.0px 0.0px;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;color: rgb(38,50,56);font-style: normal;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;"><strong style="background-repeat: no-repeat;outline: none;font-weight: 600;">For more information please visit our website at <a target="url" href="http://www.transdevna.com/careers">www.transdevna.com/careers</a></strong><br style="background-repeat: no-repeat;outline: none;" /> <br style="background-repeat: no-repeat;outline: none;" />The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. </div><div style="background-repeat: no-repeat;outline: none;margin: 10.0px 0.0px;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;color: rgb(38,50,56);font-style: normal;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;">The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. </div><div style="background-repeat: no-repeat;outline: none;margin: 10.0px 0.0px;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;color: rgb(38,50,56);font-style: normal;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;">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.<br style="background-repeat: no-repeat;outline: none;" />EEO is the Law Poster: <a target="url" href="http://www1.eeoc.gov/employers/poster.cfm">http://www1.eeoc.gov/employers/poster.cfm</a> </div><div style="background-repeat: no-repeat;outline: none;margin: 10.0px 0.0px;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;color: rgb(38,50,56);font-style: normal;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;">Drug free workplace </div><div style="background-repeat: no-repeat;outline: none;margin: 10.0px 0.0px;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;color: rgb(38,50,56);font-style: normal;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;">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 </div> </div>

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