What are the responsibilities and job description for the Quality Assurance Specialist position at WeDriveU?
WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company's 5,500 team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit wedriveu.com to learn more about our company, clients and career opportunities.
Job Description:
The Quality Assurance Specialist ensures that all passenger complaints are investigated and resolved in a timely manner and supplies service information to all interested parties.
Duties and Responsibilities:
- Accurately document information received from customers in the customer service software provided.
- Identify and expedite customer complaints that require immediate attention and escalate situations as needed to client agency.
- Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail.
- Manage proper reporting and correspondence for Customer complaints.
- Ability to clearly, accurately and respectfully respond to customer questions regarding all policies and procedures, including the fare system.
- Process all customer complaints to include investigation, validity determination, and timely response as described in Customer Service policy.
Skills Required and Physical Demands:
- Outstanding interpersonal and communication skills.
- Knowledge of Microsoft Office and Google Workspace
- Excellent customer service skills.
- Self-motivated with the ability to prioritize and problem solve.
- Must be able to lift 25 pounds, climb stairs and be on your feet for an extended period.
- Additional skills and physical demands may apply.
Education and Qualifications:
Hard Requirements:
- High School Diploma or GED
- At least 1 year of applicable experience
Preferred Requirements:
Experience with Trapeze Software and other technology tools
We Offer
Physical Health
- Exceptional Medical, Dental, Vision, and Life Insurance benefits
Financial Health
- Competitive compensation packages
- 401(k) with 4% employer match
- Financial Wellness Tool
- Commuter Benefits
Emotional Health
- Employee Assistance Program (EAP)
- PTO for part-time and full-time positions
- Paid holidays
- Pet & Legal Insurance
Personal Development
- On-the-job training and skills development
- Internal transfer opportunities for career growth
- Benefits vary by position and location
WeDriveU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract, retain and develop the best talent available.
