What are the responsibilities and job description for the Specialist IV, Customer Experience position at CapMetro?
Job Description
Are you detail-oriented and passionate about ensuring safe and reliable transportation for our community?
WHO WE'RE LOOKING FOR
The Specialist IV, Customer Experience- Demand Response Operationsreports directly to the Program Manager Demand Response Contracts. This position is responsible for contractor, customer service and Control Center oversight, quality assurance and quality control of CapMetro's demand response programs. This position focuses on customer experience, system safety, operational efficiency, data accuracy, and all other operational functions. Oversight is accomplished through on-site audits, remote audits, field observations, process audits, documentation review and problem investigation with the primary focus on safe and reliable delivery of service.
Responsibilities
WHAT YOU'LL BE DOING
Note : The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.
- Develop and maintain a demand response oversight work plan annually and updated quarterly, in coordination with the Program Manager, Director and division Vice President.
- Analyze performance and complete regular reports on contract compliance and service quality; communicate service provider performance concerns to the Program Manager, Director, and division Vice President.
- Responsible for ensuring data quality and accountability of training records, background / drug & alcohol records, Customer Call Reporting responses, accident / incident / near miss reporting, site evaluations, reconciliation, customer data, and follow-up for all demand response operations.
- Communicate with other departments and service providers to ensure the provision of seamless public transportation services to the community, including coordination with Contract Program Managers, Customer Service, Rail and Fixed Route bus service providers.
- Ensure operational services comply with applicable laws, regulations, and ordinances.
- Organize and maintain CapMetro's Demand Response operating procedures to ensure coordination of seamless services at all touchpoints within the Demand Response / Paratransit division. This includes conducting research to identify industry best practices, assisting with drafting procedures to align with CapMetro's strategic plan.
- Coordinate with the Control Center on planning and operations for multiple city-wide CapMetro special events.
- Coordinate and track Special Bus Requests for the demand response departments.
- Support a safety culture ensuring that service providers take immediate corrective action to mitigate hazardous operations complaints or other safety concerns.
- Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Perform other duties as required and / or assigned.
Qualifications
WHAT YOU BRING
Knowledge, Skills, and Abilities :
Must possess excellent interpersonal skills and be customer oriented
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and / or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status :
As a Circulating position, the incumbent as an assigned gathering space. This is usually an operations position. The employee is expected to come in daily for check-in and check-out processes but does not work in an individual workspace. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.
WHAT'S IN IT FOR YOU
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.
