Full Job Description
Under the direction of the Project Manager, Quality Assurance Paratransit, the Operations Administrator II QA position is responsible for investigating and responding to paratransit service inquiries, complaints, and service requests. This includes timely response to customers, the Office of Executive Inspector General (OEIG), Mayor Office for People with Disabilities (MOPD), Regional Transit Authority (RTA), municipalities and local townships, Pace Board of Directors, and other service boards. Essential functions include:
1. Uses effective and efficient customer service practices when communication with internal and external customers, including but not limited to passengers, the public, contractors, public officials, public and private service agencies, and other Pace departments.
2. Using analytical skills to assess service performance, contract compliance, investigate incidents, provide customer service resolution and recommendations for service improvements for effective implementation of Pace policies and procedures.
3. Demonstrates strong written communication skills when corresponding with internal and external stakeholders.
4. Providing support in the day-to-day operations of services as required including unexpected or planned occurrences, demonstrates efficient and accurate performance of job functions requiring the use of the various software programs utilized by Pace.
5. Performing other duties as assigned.
Qualifications
Education:
High School Diploma or GED is required, an Associate's degree in Business Administration or a related field is preferred.
Experience:
Must have at least three (3) years experience in public transportation customer service and complaint resolution processes or equivalent relevant work experience. Experience in Mobility Management, Paratransit /Demand Response transit service.
Certifications:
A valid Illinois, Wisconsin, or Indiana driver's license and a good driving record are required.
Proficiencies:
Transportation Regulatory Compliance and knowledge of FTA DOT ADA regulations are preferred.
Must have strong customer service skills, excellent verbal interpersonal and written communication skills and be computer proficient. Candidate must have good math aptitude. Must be proficient in the use of computer software specifically, Microsoft Office Suite (MS) Outlook, Word, Excel, and PowerPoint applications at an intermediate skill level and Adobe Docs.
Experience with Trapeze scheduling/routing software and Oracle database is preferred.
Must have the ability to work independently, be highly organized with attention to detail and aptitude for problem solving.
Must have the flexibility and ability to prioritize tasks and work with multiple managers and staff. Must be able to meet deadlines and adapt to a dynamic environment with good work history.
Must be open to work schedule changes as needed to meet public transit service demand. ln addition to English, fluency in Spanish or Polish is preferred.
Physical Requirements:
This role requires sitting for extended periods, typing on a computer, and attending meetings; Must be able to lift and carry 25 lbs.
Working Conditions:
The position is based in an office setting with standard office equipment. The typical workday is conducted over an 8-hour period and can begin as early as 7:00 am and end no later than 6:00 pm, Monday through Friday. Is required to travel to Pace project sites within the six-county RTA region and as needed be able to travel outside of the RTA region. This position is eligible to work a hybrid schedule after successful completion of 6-month job introduction period.
