SUPV REDUCED FARE ELIGIBILITY

MARTA•Atlanta, GA

3d•$51,516 - $77,274

About The Position

Responsible for the overall administration, certification, and issuance of Reduced Fare Breeze cards and Mobility Breeze cards to eligible MARTA customers and to those of Regional Partners. Coordinates the reconciliation of Reduced Fare and Mobility Breeze cards received and issued in preparation for audits; processes fees collected for the replacement of cards; and serves as the primary contact for the Reduced Fare Program during FTA triennial review and site visits. Oversees the input, integrity, and maintenance of customer information in databases. Ensures databases are properly integrated and that backup and recovery measures exist. Utilizes the INIT Customer Relationship Management (CRM) and Point-of-Sale (POS) systems to deactivate lost, stolen or damaged Mobility and Reduced Fare Breeze cards. Administers the community outreach program by processing Reduced Fare and Mobility cards at remote sites and conducting presentations and on-site demonstrations of Breeze card equipment and functionality. Also, responsible for the Authority's Lost and Found Program, which acts as a central point of contact for items lost and recovered on the MARTA transit system. Develops, implements, and maintains guidelines and procedures for the Reduced Fare and Mobility Programs and for the receipt and disposition of items lost and recovered.

Requirements

Bachelors Degree in Business Administration or a related field and four years of job experience working with elderly and disabled programs.
Excellent customer service skills.
Good written and verbal communication skills.
Strong computer hardware and software skills, with the ability to identify and resolve database maintenance issues.
Knowledge of ADA requirements and federally mandated requirements for reduced fare programs.
Understanding of how federally mandated policies, procedures, and guidelines affect program funding and standard requirements.
Awareness of ADA Paratransit Services operations, including certification and training orientation for new applicants.
Must satisfactorily pass a customer service proficiency assessment to be qualified for an initial interview.

Nice To Haves

In lieu of a degree, directly related job experience may be substituted on a year-for-year basis.

Responsibilities

Supervises the administration and issuance of Reduced Fare Breeze cards to eligible customers either 65 or older, permanently or temporarily disabled, or Medicare Card holders.
Oversees the administration and issuance of Mobility Breeze cards to ADA approved customers.
Coordinates certification and card issuance for Reduced Fare card holders and Paratransit card holders.
Coordinates the reconciliation of Reduced Fare and Mobility Breeze cards received and issued in preparation for audits.
Processes fees collected for the replacement of cards.
Serves as the primary contact for the Reduced Fare Program during FTA triennial review and site visits, providing confirmation of Medicare requirements within all sources of internal and public information.
Serves as the point-of-contact to MARTA's Office of Corporate Compliance and Engagement, providing feedback to MARTA Accessibility Committee (MAC) members regarding elderly and disabled issues related to the Reduced Fare program.
Oversees the input, integrity, and maintenance of customer information in databases.
Ensures databases are integrated with other databases and that backup and recovery measures exist.
Utilizes the INIT CRM and POS systems software applications to deactivate lost, stolen or damaged Mobility and Reduced Fare Breeze cards to prevent unauthorized use of cards.
Recommends actions to management to resolve recurring card issuance problems and to improve customer satisfaction and employee productivity.
Administers the community outreach program by processing Reduced Fare and Mobility cards at remote sites and conducting presentations and on-site demonstrations of Breeze card equipment and functionality.
Supervises the Authority's Lost and Found Program, which acts as a central point of contact for items lost and recovered on MARTA’s transit system.
Maintains an electronic database that tracks the receipt and disposition of items lost and recovered.
Develops, implements, and maintains guidelines and procedures for the Reduced Fare and Mobility Programs and for the receipt and disposition of items lost and recovered.
Performs other duties as assigned, including Transit Ambassador assignments.
Supervises Full-time Reduced Fare Representatives, Senior Reduced Fare Representatives, and Lost and Found Coordinators.
Interviews, selects, trains, and coaches staff.
Plans, monitors and evaluates employee performance.