Knowledge and Experience: 2 years progressive Customer Service experience preferably in a paratransit/fixed route environment College degree preferred. Experience with investigation and/or analysis required Knowledge of Microsoft Office applications, particularly Word, Excel, and PowerPoint Experience with clearly presenting findings and recommendations to management and client required. Experience in leading employees, individually and in a team / project environment helpful Able to work flexible hours to meet the needs of the business. Experience developing and implementing customer service program plans and procedures; conducting investigations, analyzing data, and identifying and recommending corrective action Must maintain confidentiality and safeguarding of sensitive material Conducting oral presentations, relaying technical information in understandable terms Demonstrated ability to work effectively in a diverse environment. Skills: Must have effective communication skills, both written and oral Excellent time management skills with ability to prioritize. Must have high level of attention to details Must have strong organizational skills Good practical skills Analysis and problem-solving skills Computer Skills (Microsoft Office) Key Accountabilities: ResponsibilitiesInvestigates customer concerns and complaints and provide corrective action when applicable Interview operators and passengers to obtain additional information regarding customer concerns Review video from the coaches to gather facts about the incident in question Respond to the Client with details about Customer Service inquiries/comments Develop client communication strategies to foster a positive client relationship Develop and conduct Customer Service training, both one-on-one and classroom style Ensures collaboration between operational supervision/management and customer service, communicating the observation of drivers in service Ensures that staff executes and adheres to safety and security standards Represent KTA in internal and external customer service meetings and committees to provide comprehensive advice and assistance ensuring accuracy of customer comment reporting Ensures contract compliance with all applicable federal, state, local, and company regulations; ensures that related record keeping, and reporting requirements are met and maintained. Maintains confidentiality of all information Ongoing collaboration with the Client Development of Customer Service location specific electronic protocols and guidelines for implementation on ongoing basis. Other duties as required Business ProcessesProvide efficiencies and processes to the locations for best practices Reporting Coordinate performance reporting with the local management team including the implementation of tools and key metrics for monthly reports to our client. Additional Statements:Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination. Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate. EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.
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