Overview
Customer Service Specialist Jobs in San Francisco – California – USA at Transdev North America
Customer Service Specialist San Francisco , California
** Overview**
This is an important clerical support position in the administration of the SFMTA Paratransit Program. The ideal candidate will be flexible in terms of 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.
** Responsibilities**
** Key
Responsibilities/
Duties:
** Candidate must be able to work dependably with integrity and achieve a high level of work product output with little, and at times, no direct supervision. This position reports to the Director of Operations and is responsible to review, investigate and respond meaningfuly in writing to all customer complaints, working closing 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 able to write clear, concise, meaningful and responses to complaints using professional spelling and grammar. This position will monitor quality of complaint details entered by other quality service staff and instruct them in methods of ensuring complaints are accurately recorded.
This 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. This position may also be asked to assist with preparing and recommending liquidated damages for substandard performance by contractors. 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, and providing basic information regarding eligibility for para transit 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.
This candidate must be capable of working closely and cooperatively with other staff, following up on missing or insufficient provider responses, identifying the core issues of a complaint and writing a cogent and succinct response letter. Candidate must possess or within 90 days achieve a working knowledge of the para transit 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 documen…
Title: Customer Service Specialist
Company: Transdev North America
Location: San Francisco – California – USA
Category: Administrative/Clerical, Customer Service/HelpDesk
