Customer Relations Specialist / Customer Relations Specialist, Associate

Orange County Transportation Authority•Orange, CA

61d•$30 - $42•Onsite

About The Position

Under general supervision, performs a variety of relatively complex clerical and administrative duties in support of the ADA eligibility certification process for OC ACCESS, the department, and other areas of the division. Assists with the coordination of the accessible services programs for OCTA; coordinates assigned OC ACCESS services and vehicles to ensure that they comply with all accessibility requirements including requirements of the Americans with Disabilities Act (ADA), and local jurisdiction laws and regulations. Serves as the system administrator for a variety of internal tracking systems and databases. Assists in communicating agency policies and ADA requirements to staff, contractors, and the public as it pertains to OC ACCESS.

Requirements

Any combination of education and experience equivalent to a high school diploma and a minimum of six years of customer service experience, three of which are in ADA.

Nice To Haves

Bachelor's degree in a related field is preferred.
Knowledge of and experience applying ADA requirements is preferred.
Understanding of Orange County demographics or transportation challenges is desirable.

Responsibilities

Provides oversight and quality assurance for ADA paratransit records utilizing internal software systems, ensuring compliance with ADA guidelines and internal policies.
Forwards travel training referrals, reviews eligibility evaluations, and ensures accurate documentation from contracting agencies.
Ensures compliance with ADA guidelines by following established procedures within established timeframes, monitoring adherence to the mandated 21-day eligibility certification process and assisting with the coordination of ACCESS appeals.
Verifies the appropriate service area corridor for use, coordinates alternatives for the rider and communicates with other transportation providers.
Collects, compiles, analyzes, and reports statistical measures pertaining to the ACCESS program. Assists in conducting research and analysis for administrative assignments, develops appropriate report formats, evaluates information, and makes recommendations.
Coordinates Agency accessible service programs that include responding to ADA complaints and verification of provision of paratransit services.
Verifies the provisions of paratransit services provided by the contractor; to include but not limited to meeting the parameters of the ADA in the unique contracts and maintains paratransit trend analysis.
Responds to customer inquiries via phone, voicemail, and email in a professional and timely manner, ensuring requests are addressed and issues are resolved.
Conducts presentations of ADA paratransit guidelines and the ACCESS program to staff, contractors, and the public.
Provides assistance to individuals traveling to Orange County from other jurisdictions requesting visitor status, refers visitor requests to other transit agencies, and processes visitor requests from other agencies.
Conducts community workshops at adult schools, senior centers, and other agencies involving local communities with disabilities.
Establishes and maintains effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.

Benefits

OCTA offers an attractive compensation and benefits package that includes medical, dental and vision health insurance programs, flex time (may be available), paid sick leave, paid vacation and holidays, short-term and long-term disability, life insurance, flexible spending accounts, retirement, deferred compensation plan, educational reimbursement, excellent in-house training programs, free transportation passes for the employee and dependents, wellness and ergonomic programs, and much more.

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