Mobility Planning Rep. - Customer Service

rabbittransit•York, PA

1d•$19•Onsite

About The Position

The position is critical in assisting the Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position is responsible for fostering a mobility-planning atmosphere that finds solutions for clients to overcome barriers to transportation and contributes to SRTA's revenue stream by processing records and reports relating to system operations such as determination letters. The representative must also ensure that customers are aware of varied accessible transportation options, analyze the customer's transportation needs, utilize the most appropriate and cost-effective form of transportation services, and minimize the use of Paratransit. This position is responsible for developing and compiling statistical reports, data entry, and working within deadlines. The representative is responsible for providing staff support in coaching and education for the specialized customer needs. Assists in conducting outreach events within the community and other divisions, delivering presentations to groups, facilitating and attending small group meetings or information sessions for community advocacy, and completing special projects relating to mobility and mobility planning as assigned by the direct supervisor.

Requirements

HS degree or equivalent is required plus two years of experience customer service, or human service field.
Ability to understand public transit systems operations and service area.
Ability to be curious and learn from asking questions and listening to others.
Experience in using personal computers, applications, with proficiency in Excel and data entry.
Good working knowledge of English, grammar, punctuation, spelling, style, etc. with the ability to read and write reports, memos and develop presentations.
Ability to listen actively, persuade others to accept recommendations, make presentations.
Ability to analyze situations, solve problems and deal with a variety of changing situations in a timely manner.
Ability to be detail oriented, organized, accurate, and able to prioritize work tasks.
Ability to maintain confidentiality.
Ability to maintain compliance with the Health Insurance Portability and Accountability Act (HIPAA).
Ability to respond with sensitivity to the multicultural, socioeconomic and political issues with clients and in the community as they relate to transportation services in the region.
Ability to establish and maintain effective working relations with customers and staff to gain information and support in accomplishing goals.
Ability to interact courteously with diverse internal and external customers and foster a positive work environment.
Ability to represent the Authority in a professional and positive manner at all times.
Ability to actively listen, communicate effectively and follow oral and written instructions that are given in English.
Ability to complete records.
Ability to work with diverse customers.
Must meet hiring qualifications of an acceptable driving record and background verification in accordance with SRTA standards.
Ability to travel for organizational needs.
Must have regular attendance and punctuality.
Must possess valid motor vehicle operator's license that is not under suspension or revocation.

Responsibilities

Achieves the Authority's mission by fostering and promoting a positive mobility-planning atmosphere for our special needs clients.
Establishes and maintains customer and community relationships.
Meets all legal requirements by ensuring compliance with provisions of the Medical Assistance Transportation Program (MATP) instructions and regulations and other designated agencies.
Maintains (accurate, timely, and according to regulations) mobility processes by completing customer re-verifications, sending determination letters, processing and documenting other monthly/periodic reports.
Collaborates with accounting to edit accounts to ensure correct revenue stream.
Serves as a primary contact for complex questions and concerns of special needs clients by initiating good customer service skills to acknowledge and respond to external and internal customers by telephone, fax, e-mail, letter, or face-to-face interactions with knowledgeable and resourceful solutions for mobility planning that take into account the clients transportation needs, eligibility for various programs, and current situation.
Assists in conducting outreach events within the community and other divisions, delivering presentations to groups, facilitating and attending small group meetings or information sessions for community advocacy, and completing special projects relating to mobility and mobility planning as assigned by the direct supervisor.
Supports staff by taking and confirming telephone reservations, scheduling Paratransit for single or standing order individual trips and group trips.
Reviews and corrects standing order schedules and run schedules for maximum efficiency.
Achieves positive customer experience by looking for solutions for clients to overcome barriers to transportation.
Achieves organization's financial goals by understanding the various programs for special needs clients and ensuring that we are meeting the required criteria for reimbursement.
Completes record keeping and documentation by documenting procedures and decisions; maintaining required documentation; imputing and maintaining computer applications, and forms.
Compiles or assists Mobility Supervisor in preparing statistical reports and other information as required.