Mobility Management Customer Service Specialist

Mobility Management Customer Service Specialist

Transdev Services, Inc. is seeking a Mobility Management Customer Service Specialist to act as a liaison for our customers, providers, and clients. This is an important administrative and clerical support position in Transdev's management of the SFMTA Paratransit Program. The ideal candidate will be dependable and capable of flexibly handling customer service and finance-related tasks and daily assignments. 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.

Transdev is proud to offer:

• Competitive compensation package of minimum $20.96 ($43,596.80)–Maximum $24.50 ($50,960.00)
• Benefits including: vacation, sick days, holidays, 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key responsibilities/duties:

• Assisting clients with information and enrolling in transportation services or navigating application requirements.
• Assisting in call center operations, 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.
• Candidate must possess or within 90 days achieve a working knowledge of the paratransit program rules and operating procedures.
• 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.

Skills/knowledge/abilities:

• 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 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.
• 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.
• Understanding of various mobility challenges typically associated with senior, disabled, and other historically underserved populations.
• 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 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 is 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 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.

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.

Physical requirements:

• The essential functions of this position require the ability to:
• Sit for extended periods (up to 6–8 hours per day).
• Minimal lifting is required, and never any more than material weighing up to 15 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.

Drug-free workplace: Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good.

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.