Position: Customer Response Clerk

Salary:$21.00 per hour

Classification: Full-Time, Regular, Non-exempt

Transdev is the contractor that oversees the East Bay Paratransit program (rides for people with disabilities). Our web site is www.eastbayparatransit.org and we’re located in downtown Oakland above the 19th St. BART station. In addition to competitive salary and a convenient location, Transdev offers an attractive benefits package, including health, dental, vision care, life insurance and a 401k plan.

THE POSITION

Under minimal supervision and the direction of the Quality Assurance Managerthe Customer Response Clerk is responsible for responding to passengers who wish to or have filed formal complaints or commendations. As an arm of Customer Service, the position requires an understanding of policy related issues as well as experience in call center assistance and problem solving. This position requires documenting, researching, tracking and resolving all complaints, commendations and comments that come in.

EXAMPLES OF DUTIES

Duties include, but are not limited to the following:

Tracking, researching and responding to all client comments by letter in a concise and professional manner

Monitoring responses from providers and staff to ensure prompt complaint resolution

Preparing and presenting detailed reports regarding commendations and complaints

Tracking liquidated damages

Monitoring and responding to web comments and voicemails left on the comment line

Monitoring Reasonable Modification Requests and assisting with resolution and responses

Responsible for conducting outreach efforts by presenting information about programs and services at conferences, workshops and forums

Responsible of keeping a daily log of all individual activities performed

Assist the call center with reservations and customer service when needed

Other duties as assigned

WORK SCHEDULE

This position must be available to work a set schedule, generally Monday through Friday, 8:00-5:00PM. Will work full time and must be available to work an eight hour shift five days per week and be available to report to duty as needed, 365 days per year including holidays. Occasional overtime may be required.

MINIMUM QUALIFICATIONS

Possess a high school diploma or equivalent. Some college exposure in an allied health profession is highly preferred. Experience working with elderly/disabled also preferred. Possess the ability to work with customers and co-workers with diverse ethnic backgrounds and disabilities. Experience using a personal computer is a must. Have proficient English skills both verbally and in written form. Must be organized and focused.

ENVIRONMENT

Majority of the work is performed on-site in a professional office setting that is well lighted, climate controlled, dust and smoke free. Some off-site work setting may be necessary dependent on need. Building and work areas are fully ADA accessible. This is an environmentally friendly office. The use of scented products or other fragrances, natural or synthetic, is not permitted.

EEO/AA/M/F/V/D Employer

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Job Type: Full Time

Req ID: 969