Description

•    Competitive compensation package starting at $33.01 ($68,661) with an annual increases starting in January 2027.

Benefits include: 

• Vacation: minimum of two (2) weeks 
• Sick days: 5 days 
• Holidays: 12 days; 8 standard and 4 floating 
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. 

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

• Serve as a multi-functional specialist supporting TriMet LIFT call center performance through training delivery, quality assurance, and billing/data reconciliation.
• Support onboarding and ongoing development of Reservations, Customer Service, Dispatch, and related staff through structured training and coaching.
• Promote service consistency, ADA-aligned practices, and high-quality customer interactions through monitoring, feedback, and corrective action support.
• Ensure accurate trip and service records by reconciling data across Trapeze and supplemental service providers and supporting invoice accuracy for TriMet.
• Partner with Operations leadership and internal stakeholders to identify trends, reduce repeat issues, and drive continuous improvement.

• Design, develop, and deliver role-specific training for new hires and existing staff, including classroom, virtual, and on-the-job formats.
• Execute approved training curricula for Reservationists, Customer Service Representatives, Dispatchers, and other call center roles.
• Conduct skills assessments and provide structured coaching to improve accuracy, policy compliance, and professional communication.
• Maintain and update training materials, job aids, manuals, and SOP references to reflect current policies, tools, and technologies.
• Coordinate training schedules with supervisors to support staffing coverage and operational needs.
• Document training progress, competency checks, and readiness determinations for new hires and cross-training assignments.
• Support refresher training, targeted interventions, and remediation plans when quality or performance gaps are identified.

• Monitor and evaluate customer interactions (calls and system notes) for adherence to TriMet standards, ADA requirements, and internal procedures.
• Use standardized QA tools, scorecards, and evaluation forms to support consistent measurement and feedback.
• Identify trends, coaching opportunities, and repeat errors; recommend corrective actions and process improvements.
• Conduct audits and basic root-cause analysis of customer complaints, incidents, and service recovery outcomes.
• Provide timely, constructive feedback to employees and leadership to improve performance and reduce repeat issues.
• Support quality reporting, including summaries of findings, themes, and recommended actions.
• Maintain confidentiality and professionalism when handling sensitive customer information and performance topics.

• Support timely and thorough review of customer concerns, complaints, and feedback, ensuring documentation is complete and accurate.
• Assist supervisors with preparation of complaint narratives, timelines, and supporting system evidence as needed.
• Coordinate with Dispatch, Scheduling, Safety, and leadership to gather facts and ensure accurate issue resolution.
• Support consistent application of policy and service standards while balancing empathy and customer needs.

• Reconcile trip, manifest, and service delivery records between Trapeze and supplemental service providers.
• Verify invoice line items for accuracy, completeness, and contractual alignment; identify discrepancies and support resolution.
• Maintain organized records and supporting documentation for billing activities, audits, and TriMet inquiries.
• Coordinate with internal billing stakeholders to prepare final invoice packages and required backup.
• Support data integrity for performance reporting by validating key fields, codes, and trip status information.

• Generate and maintain routine QA and training reports to track performance, coaching, and improvement outcomes.
• Track recurring issues and recommend targeted training, updated job aids, or SOP clarifications.
• Partner with leadership and subject-matter experts to implement improvements and evaluate effectiveness.
• Support special projects, new tool rollouts, and process standardization efforts.

• Work collaboratively with Operations leadership, supervisors, and peers to support service reliability and consistent customer experience.
• Coordinate with TriMet and partner/vendor stakeholders as directed to support billing accuracy and service documentation.
• Maintain a professional, solutions-oriented approach in a fast-paced, high-volume environment.

• High school diploma or GED required; additional education in business, training, quality, or data analysis is preferred.
• Minimum two years of experience in training, quality assurance, billing, data reconciliation, transit operations, or a related call center environment.
• Working knowledge of ADA paratransit requirements and paratransit operations concepts.
• Strong proficiency with Microsoft Office (especially Excel); ability to work with reports, reconciliations, and data validation.
• Experience with Trapeze (or similar scheduling/dispatch software) is highly desirable.
• Strong written and verbal communication skills with the ability to explain policies and processes clearly.
• Proven ability to manage multiple priorities, meet deadlines, and maintain accuracy under time pressure.
• Ability to maintain confidentiality and handle sensitive information appropriately.

• Ability to learn and apply TriMet LIFT policies, SOPs, and service standards consistently.
• Ability to coach and provide feedback in a professional, supportive, and results-oriented manner.
• Strong attention to detail and commitment to data integrity and documentation standards.
• Ability to analyze trends, identify root causes, and recommend practical corrective actions.
• Ability to communicate effectively with individuals with disabilities and with diverse communication needs.
• Strong organizational skills and ability to manage competing priorities.

• Less than 1% for occasional meetings.

• Must be able to work shifts or flexible work schedules as needed.
• 100% of work is accomplished indoors in air-conditioned or well-ventilated facilities.
• Work is accomplished in an office or cubicle space equipped with a telephone and computer.
• Office/call center environment with continuous computer and headset use and multi-screen workstations.
• Frequent interaction with operational teams, customers, and stakeholders regarding performance, quality, or billing topics.
• Work may include time-sensitive reconciliations, reporting deadlines, and urgent quality support needs.
• The employee is generally subjected to long periods spent sitting (6-8 hours per day), typing, or looking at a computer.

• Must submit to drug testing and a background check.

Drug-free workplace:

• 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.