Location: Chicago
Office: Revenue Services
Department: Paratransit
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. Responsibilities include the use of effective and efficient customer service etiquette in 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; the use of 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. Employs proficient written communication skills to correspond with both internal and external entities; Provides 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.
Qualifications:
High School Diploma or GED is required, Associate's or Bachelor's degree in Business Administration or a related field is preferred. A valid state of Illinois. Wisconsin, or Indiana driver's license is required and a good driving record. Qualified candidates 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. 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 and must have a good work history. 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. 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. Works in an office environment. 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. Must be able to lift and carry 25 pounds. This position is subject to random drug and alcohol testing.
Pace is an Equal Opportunity Employer
