Operations Administrator II Quality Assurance

Pace Suburban Bus•Chicago, IL

2d•Hybrid

About The Position

Under the direction of the Project Manager, Quality Assurance Paratransit, the Operations Administrator II QA position is responsible for investigating and responding to paratransit service inquiries, complaints, and service requests. This includes timely response to customers, the Office of Executive Inspector General (OEIG), Mayor Office for People with Disabilities (MOPD), Regional Transit Authority (RTA), municipalities and local townships, Pace Board of Directors, and other service boards. Essential functions include: Uses effective and efficient customer service practices when communication with internal and external customers, including but not limited to passengers, the public, contractors, public officials, public and private service agencies, and other Pace departments. Using analytical skills to assess service performance, contract compliance, investigate incidents, provide customer service resolution and recommendations for service improvements for effective implementation of Pace policies and procedures. Demonstrates strong written communication skills when corresponding with internal and external stakeholders. Providing support in the day-to-day operations of services as required including unexpected or planned occurrences, demonstrates efficient and accurate performance of job functions requiring the use of the various software programs utilized by Pace. Performing other duties as assigned.

Requirements

High School Diploma or GED is required.
Must have at least three (3) years experience in public transportation customer service and complaint resolution processes or equivalent relevant work experience.
Experience in Mobility Management, Paratransit /Demand Response transit service.
A valid Illinois, Wisconsin, or Indiana driver's license and a good driving record are required.
Must have strong customer service skills, excellent verbal interpersonal and written communication skills and be computer proficient.
Candidate must have good math aptitude.
Must be proficient in the use of computer software specifically, Microsoft Office Suite (MS) Outlook, Word, Excel, and PowerPoint applications at an intermediate skill level and Adobe Docs.
Must have the ability to work independently, be highly organized with attention to detail and aptitude for problem solving.
Must have the flexibility and ability to prioritize tasks and work with multiple managers and staff.
Must be able to meet deadlines and adapt to a dynamic environment with good work history.
Must be open to work schedule changes as needed to meet public transit service demand.

Nice To Haves

An Associate's degree in Business Administration or a related field is preferred.
Transportation Regulatory Compliance and knowledge of FTA DOT ADA regulations are preferred.
Experience with Trapeze scheduling/routing software and Oracle database is preferred.
Fluency in Spanish or Polish is preferred.

Responsibilities

Investigating and responding to paratransit service inquiries, complaints, and service requests.
Timely response to customers, the Office of Executive Inspector General (OEIG), Mayor Office for People with Disabilities (MOPD), Regional Transit Authority (RTA), municipalities and local townships, Pace Board of Directors, and other service boards.
Using effective and efficient customer service practices when communication with internal and external customers, including but not limited to passengers, the public, contractors, public officials, public and private service agencies, and other Pace departments.
Using analytical skills to assess service performance, contract compliance, investigate incidents, provide customer service resolution and recommendations for service improvements for effective implementation of Pace policies and procedures.
Demonstrating strong written communication skills when corresponding with internal and external stakeholders.
Providing support in the day-to-day operations of services as required including unexpected or planned occurrences.
Demonstrating efficient and accurate performance of job functions requiring the use of the various software programs utilized by Pace.
Performing other duties as assigned.