Sr Mobility Service Agent

MARTA • Atlanta, GA

1d • Onsite

About The Position

THIS POSTING IS TO FILL THE CURRENT VACANCY AND TO ESTABLISH AN ELIGIBILITY LIST TO FILL ANY FUTURE VACANCIES THAT MAY OCCUR IN THE NEXT 6 MONTHS This position requires 5 days in the office at least. EDUCATION and/or EXPERIENCE High school graduate or equivalent is required. Five years of experience performing administrative, customer service and data entry/document processing work in a fast-paced customer support environment are required. Experience in a transportation environment is desired. Knowledge of transportation services, ADA regulations, and operating policies and procedures is required. Excellent verbal and written communication skills are required. Analytical, problem solving skills and personal computer skills required. Knowledge of the Trapeze PASS (Passenger Automated Scheduling System) highly desirable. Experience providing service to the elderly and to persons with disabilities or working in a health care provider's office, is highly desirable. NTERVIEW SELECTION PROCESS: The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessments. SUMMARY Serves as the lead Mobility Service Agent for the Authority’s federally mandated ADA paratransit – Mobility Service program. Under guidance of the Mobility Support Service Program Manager, performs a wide variety of administrative and customer support duties such as updating and maintaining automated call systems, responding to escalated customer inquiries, assessment of reporting requirements, and onboarding of new hires. Assists in ensuring that eligibility certification activities are accomplished within applicable ADA and MARTA guidelines. Interfaces with applicants seeking initial certification and those seeking continued participation in MARTA Mobility Service. Coordinates Mobility Service Program activities with Mobility’s third-party assessment contractor and with other MARTA staff. Provides oversight and guidance of the administrative support functions performed by the third-party contractor associated with processing Mobility customer applications for eligibility certification. Uses Trapeze PASS (Passenger Automated Scheduling System) to create customer profiles and enters new and updated data to assist in maintaining the customer database.

Requirements

• High school graduate or equivalent is required.
• Five years of experience performing administrative, customer service and data entry/document processing work in a fast-paced customer support environment are required.
• Knowledge of transportation services, ADA regulations, and operating policies and procedures is required.
• Excellent verbal and written communication skills are required.
• Analytical, problem solving skills and personal computer skills required.

Nice To Haves

• Experience in a transportation environment is desired.
• Knowledge of the Trapeze PASS (Passenger Automated Scheduling System) highly desirable.
• Experience providing service to the elderly and to persons with disabilities or working in a health care provider's office, is highly desirable.

Responsibilities

• Serves as the lead Mobility Service Agent for the Authority’s federally mandated ADA paratransit – Mobility Service program. Provides oversight and guidance of the administrative support functions performed by the third-party contractor associated with processing Mobility customer applications for eligibility certification.
• Under guidance of the Mobility Support Service Program Manager, performs quality control spot audits of Mobility Service Agent and contract administrative support staff database input transactions to ensure accuracy and consistency of customer information.
• Uses the Trapeze PASS (Passenger Automated Scheduling System) to process customer applications for eligibility certification; create new client files, and to maintain existing customer database. Assists the Mobility Support Service Manager with providing technical training of Trapeze and certification processing of Standard Operating Procedures to new Eligibility Staff.
• Understands and communicates ADA guidelines and customer rights for Mobility Services to ensure compliance.
• Provides guidance and acts as the MARTA Mobility liaison to coordinate eligibility transactions with jurisdictional partners.
• Performs other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED