What are the responsibilities and job description for the Transit Resolution Specialist position at Chandler & Campbelle Investment Group?
Transit Resolution Specialist – Denver RTD
Chandler & Campbelle Investment Group in Partnership with MTM
Chandler & Campbelle Investment Group ("CCD"), in partnership with MTM , is seeking a Transit Resolution Specialist to join our team at Denver RTD . This role is essential in ensuring customer concerns, compliments, and complaints are addressed professionally and efficiently. The Transit Resolution Specialist will be responsible for investigating, documenting, and resolving customer service issues , utilizing the video monitoring system to analyze incidents and provide comprehensive reports to management.
Key Responsibilities:
Operate the video monitoring system to identify, investigate, and report findings to the Safety Manager .
Review and assess findings to determine the root cause of incidents in a professional and timely manner.
Conduct thorough research while maintaining strict confidentiality .
Perform follow-ups to ensure customer concerns are resolved satisfactorily.
Maintain accurate documentation of all investigations and findings.
Compile weekly and monthly reports on incident investigations, resolutions, and trends.
Identify and communicate operational inefficiencies or problems to management.
Work collaboratively with leadership to resolve customer service and operational challenges .
Provide coaching and feedback to team members to improve customer service performance.
De-escalate challenging customer situations and provide resolutions that align with company policies.
Perform additional duties as assigned.
Skills & Qualifications:
Proficiency in English (written and verbal); bilingual in Spanish is a plus .
Ability to work efficiently under pressure and with minimal supervision .
Strong problem-solving skills with the ability to analyze data and present findings clearly .
Exceptional organizational skills with a strong attention to detail.
Proficiency in Microsoft Office applications (Word, Excel, Outlook).
Excellent verbal and written communication skills .
Strong ability to mentor and coach team members in customer service best practices.
High level of confidentiality in handling sensitive customer and operational information.
Ability to meet and exceed management expectations and contractual obligations .
Regular and punctual attendance is required .
Education & Experience:
High school diploma or GED required ; some college coursework preferred .
Minimum 1 year of customer service experience .
At least 1 year of experience with video monitoring systems is preferred .
Physical & Work Environment Requirements:
Ability to sit and work at a computer for extended periods .
Close visual attention required for reviewing video footage and documents.
Effective communication and comprehension of instructions .
Ability to lift and carry light objects as needed .
Routine use of standard office equipment , including computers, phones, and photocopiers .
Ability to move freely within an office environment .
This full-time position offers a competitive pay rate of $28 per hour and provides an opportunity to work in a fast-paced, problem-solving environment supporting transit operations at Denver RTD . If you have strong analytical, customer service, and conflict resolution skills , apply today to join Chandler & Campbelle Investment Group and MTM!
Chandler & Campbelle Investment Group in Partnership with MTM
Chandler & Campbelle Investment Group ("CCD"), in partnership with MTM , is seeking a Transit Resolution Specialist to join our team at Denver RTD . This role is essential in ensuring customer concerns, compliments, and complaints are addressed professionally and efficiently. The Transit Resolution Specialist will be responsible for investigating, documenting, and resolving customer service issues , utilizing the video monitoring system to analyze incidents and provide comprehensive reports to management.
Key Responsibilities:
Operate the video monitoring system to identify, investigate, and report findings to the Safety Manager .
Review and assess findings to determine the root cause of incidents in a professional and timely manner.
Conduct thorough research while maintaining strict confidentiality .
Perform follow-ups to ensure customer concerns are resolved satisfactorily.
Maintain accurate documentation of all investigations and findings.
Compile weekly and monthly reports on incident investigations, resolutions, and trends.
Identify and communicate operational inefficiencies or problems to management.
Work collaboratively with leadership to resolve customer service and operational challenges .
Provide coaching and feedback to team members to improve customer service performance.
De-escalate challenging customer situations and provide resolutions that align with company policies.
Perform additional duties as assigned.
Skills & Qualifications:
Proficiency in English (written and verbal); bilingual in Spanish is a plus .
Ability to work efficiently under pressure and with minimal supervision .
Strong problem-solving skills with the ability to analyze data and present findings clearly .
Exceptional organizational skills with a strong attention to detail.
Proficiency in Microsoft Office applications (Word, Excel, Outlook).
Excellent verbal and written communication skills .
Strong ability to mentor and coach team members in customer service best practices.
High level of confidentiality in handling sensitive customer and operational information.
Ability to meet and exceed management expectations and contractual obligations .
Regular and punctual attendance is required .
Education & Experience:
High school diploma or GED required ; some college coursework preferred .
Minimum 1 year of customer service experience .
At least 1 year of experience with video monitoring systems is preferred .
Physical & Work Environment Requirements:
Ability to sit and work at a computer for extended periods .
Close visual attention required for reviewing video footage and documents.
Effective communication and comprehension of instructions .
Ability to lift and carry light objects as needed .
Routine use of standard office equipment , including computers, phones, and photocopiers .
Ability to move freely within an office environment .
This full-time position offers a competitive pay rate of $28 per hour and provides an opportunity to work in a fast-paced, problem-solving environment supporting transit operations at Denver RTD . If you have strong analytical, customer service, and conflict resolution skills , apply today to join Chandler & Campbelle Investment Group and MTM!
Salary : $28
