Customer Service Specialist

Job Description

Customer Service Specialist

Division:
Paratransit

Location:

San Francisco Office

Position:
Customer Service Specialist

Section:
Paratransit Administration

Salary: $21.54 - $24.50 per hour DOQ

Position Type:
Non-Exempt

Benefits:
Health, Dental, Vision, 401K, Commuter Benefits

Transdev Services, Inc. seeks a motivated individual to join the team at our San Francisco Paratransit Office as a Customer Service Specialist. This is an important clerical support position in the administration of the SFMTA Paratransit Program. The ideal candidate will be flexible in 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 accepting/recording passenger complaints/compliments. This position will be trained in those areas of specific focus as well as other general office functions.

Candidate must be able to work dependably with integrity and achieve a high level of work product output with little or no direct supervision. The position reports to the Assistant General Manager and is responsible for reviewing, investigating, and responding meaningfully in writing to all customer complaints, working closely with quality service telephone representatives, service provider complaint investigators, broker contract compliance field monitors, and other broker management staff as necessary.

Candidate must be capable of conducting follow‑up on specific complaints, especially those of a serious or recurring nature, as well as writing clear, concise, meaningful responses using professional spelling and grammar. The position will monitor quality of complaint details entered by other quality service staff and instruct them in methods of ensuring complaints are accurately recorded. The position shall track and ensure that a response is issued to each formal complaint within the established timelines, as well as ensure a final response is issued timely following any preliminary response.

The position may also be asked to assist with preparing and recommending liquidated damages for substandard performance by contractors. Other key tasks 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 or mail, and providing basic information regarding eligibility for paratransit services.

• Perform general office work including data entry, filing, and other duties as assigned.
• Attend regularly scheduled service provider and/or public meetings as needed, as well as driver training sessions, and training for supervisors and other personnel.
• 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.
• Assist with preparing meeting agendas, disseminating meeting announcements, recording meeting minutes or making brief oral and/or written presentations.

• Communicate clearly at all times and in all situations, interacting with diverse groups in a sensitive and understanding manner.
• Demonstrate sound judgment, critical thinking, and ability to investigate complex issues.
• Proven communication proficiency, both speaking and writing.
• Maintain high sensitivity and empathy, without being overly sympathetic or uncaring; keep an even disposition when dealing with difficult persons.
• Advanced computer skills are required.
• Proficiency with all MS Office Suite products including Outlook, Word, Excel and PowerPoint is required.
• Process credit card transactions accurately.
• Excellent follow‑up skills.
• Read and comprehend federal provisions, state and local laws, and contract provisions.
• Some knowledge of…