Mobility Management Customer Service Specialist

Customer Service San Francisco, CA


Job Description 
Mobility Management Customer Service Specialist
Division:                          Paratransit
Location:                         SF Paratransit Brokers Office
Salary:                            $20.96 - $24.50 per hour DOQ
Position Type:                Non-Exempt
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.  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.
Key Responsibilities/Duties: 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.
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. 
Other Duties:
  • Must be able to perform general office work including data entry, filing, and perform other duties as assigned.
  • May occasionally be required to attend regularly scheduled service provider and/or public meetings as needed.
  • 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.
  • May be asked to assist with preparing meeting agendas, disseminating meeting announcements, recording meeting minutes or making brief oral and/or written presentations.
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.  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 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.
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. 
EEO is the Law Poster: 
Drug free workplace 
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.