Job Description Mobility Management Customer Service Specialist Division: Paratransit Location: SF Paratransit Brokers Office Salary: $20.96 - $24.50 per hour DOQ Position Type: Full Time, Hourly, 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 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. Key Responsibilities/Duties: Candidate must be able to work dependably with reliability and integrity, achieving 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 include assisting in call center operations, fielding inbound calls from customers, accepting and recording consumer feedback regarding our services, answering rider questions, providing fare and taxi account information, processing customer payments via telephone, and providing basic information regarding eligibility for paratransit services. Input is received by telephone, mail, and via the internet, accomplished through regular communications with patrons in a call center environment and with other Broker staff, service provider representatives, SFMTA officials, the general public, and others. Candidate must possess or achieve a working knowledge of the paratransit program rules and operating procedures within 90 days. Additional capabilities include developing and filing a variety of reports, including routine data summaries and special analytical reports. The successful candidate must possess proficient computer skills and manage work time effectively, balancing multiple tasks with varying deadlines and objectives. Good documentation skills, time management skills, and the ability to work in a team environment with minimal oversight are necessary. This individual must be creative, energetic, and reliable, acting 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 languages is helpful. Generally, the position’s workdays and hours are Monday through Friday, 8 am to 5 pm, but flexibility to work outside these hours may be required. Other Duties: Must be able to perform general office work including data entry, filing, and 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. May be asked to assist with preparing meeting agendas, disseminating meeting announcements, recording meeting minutes, or making brief oral and/or written presentations. Transdev is proud to offer: Attractive benefits package, including 401(k) with company contribution, medical, dental, and vision. Paid time off&vacation. Skills/Knowledge/Abilities: 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 demonstrate sound judgment, critical thinking, and the ability to investigate complex issues. This position requires proven communication proficiency, both speaking and writing skills. This position requires a high level of sensitivity, demonstrating empathy without being perceived as overly sympathetic or uncaring. 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, 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 preferred. Some experience working with 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 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, never more than fifteen (15) pounds. The remaining five percent (5%) of work may be performed off-site but never in unsafe or hazardous surroundings. 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. About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicles 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. J-18808-Ljbffr