Coordinator TDM Commuter Programs

Be a part of an innovative team and culture as a Transportation Demand Management (TDM) Customer Service Coordinator. Enterprise Social Responsibility (ESR) works on enterprise social purpose strategies and supports The Walt Disney Company’s (TWDC) goal of being among the most admired companies in the world. Disney aspires to be equally admired for the integrity of our people, as we are for the quality of our exceptional entertainment experiences. ESR drives enterprise-wide philanthropy, community and consumer engagement efforts that help bring to life the social purpose of the company. Our group works side by side with all of the businesses and regions of TWDC to build and deploy strategies and tactics that drive value for society, our brand, and businesses.

The Team:

The TDM team is responsible for implementing incentives and strategies to encourage alternative employee commutes - anything other than a solo drive. The TDM Team interfaces daily with business units across the company regarding ridesharing, traffic and parking mitigation, and related air quality initiatives. We ensure compliance with all local and regional regulations relating to commuter behavior and air quality. This role will coordinate customer service and help to facilitate all Commuter Assistance Program operations. Disney employees throughout the U.S. are our customers, with a primary focus on Southern California locations.

The Role:

The TDM Customer Service Coordinator is a full-time role supporting customer service desks in Burbank, Glendale, and Anaheim. The Coordinator will handle all customer service needs for Commuter Assistance. This role provides support for South Coast Air Quality Management District (SCAQMD) Rule 2202 compliance and TDM implementation of our Employee Commute Reduction Plan throughout Southern California. The program is national in scope so the Coordinator will also handle questions and requests from other regions of the country.

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Responsibilities:

• Administrative upkeep of rideshare program data (with appropriate discretion when handling confidential employee information).
• Prompt, courteous service consistent with Disney standards.
• Read and respond to email and voicemail in a timely and accurate manner.
• Assist employees with public transit route planning, finding carpool partners and other potential commute options.
• Attend company on-boarding events (orientations) to promote the program.
• Prepare and mail/email welcome information, follow-up letters and new-hire packets.
• Maintain brochures and transportation information on bulletin boards.
• Administer carpool parking permit program.
• Review and audit permit-holders and rideshare participants for compliance.
• Update participant account information for the DisneyCommuterAssistance.com database.
• Coordinate Emergency Ride Home requests; track and audit usage.
• Coordinate office maintenance as needed (phones, printer, etc.).
• Organize and report out on data to assist with trend analysis.
• Assist with table events, fairs, and other promotions as needed.
• Assist with administration and data entry for annual employee Commuter Survey.
• Assist with crisis management efforts when major transportation disruptions occur.
• Assist with administration of the vanpool program.

Basic Qualifications:

• Minimum one year of experience in prior customer service positions
• Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)
• Strong organizational skills
• Excellent written, verbal and interpersonal communication skills as this position will interact with employees at all levels
• Ability to arrange data into simple charts and graphs
• Ability to work effectively in a team environment
• Ability to handle confidential and sensitive information
• Ability to exercise good judgment and discretion
• Ability to take initiative and proactively solve problems
• Ability to work with limited supervision
• Flexibility and professionalism in an environment with frequent change
• Strong attention to detail and accuracy
• Enthusiastic attitude and strong work ethic, including a passion for the environment and sustainability efforts
• Conversational fluency in Spanish, as this is the primary language for many program participants

Preferred Qualifications:

• Experience in the transportation industry
• Experience with SAP
• Experience administering customer accounts
• Basic understanding of the Disney brand and culture
• Knowledge of Adobe Creative Suite (Illustrator, Design, and Photoshop) is a plus
• Experience working for The Walt Disney Company is a plus

Required Education:

• High school diploma or equivalent

Preferred Education:

• College or university level study with an emphasis on business or the environment

The hiring range for this position in Burbank and/or Anaheim, CA is $43,214.00 to $57,970.00 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.