Human Services Transportation Coordinator - Customer Service (Part-Time)

Job Overview

Performs a variety of functions supporting the coordination of Human Service Transportation for the Transportation Disadvantaged to include administering and monitoring specialized programs. Serves as a lead for Customer Service, Paratransit Operations, and for all vehicle maintenance; cross-trained in functions and manages fleet compliance and responsible to ensure compliance and adequate resources are available for service.

This is a part-time position working up to 29 hours per week.

Starting Salary

$20.22 - $26.29 hourly

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service. 
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional, and ethical behaviors that establishes trust throughout the organization and with the public we serve. 
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations. 
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below. 

• Team Lead for reviewing work and aiding Customer Service Representatives (CSRs)
• Ensures customer data is entered accurately into the Route Match software by reviewing daily queries and reports and ensures Customer Service Representatives comply with current procedures. Ensure errors are corrected before eligibility determination and before bus passes are processed and issued.
• Identifies and reports issues or concerns with the team, procedures, work balance, equipment, systems, or software that could impact operations, delivery of services, or customer service quality and provides necessary training for CSRs based on error trends and staff needs.
• Uses exceptional customer service skills to handle tier 2 level escalation for customer issues.
• Assists CSRs and helps find solutions for transportation issues using appropriate problem-solving skills, available services, and resources. 
• Provides staff coverage as needed and during the absence of the Call Center Supervisor, Section Manager, and or Customer Service staff.

Program Eligibility

• Performs duties as an Eligibility Specialist for the Transportation Disadvantaged program. Receives, processes, and certifies eligibility and re-certification applications and determines eligibility based on predetermined guidelines from the Commission for the Transportation Disadvantaged, Hillsborough County Transportation Disadvantaged service plan and other funding agencies. Also evaluates and processes other various required forms according to procedures.
• Ensures all eligibility documents are accurate and complete and uploads eligibility documents in the customer portion of the specialized transportation software; ensures customer files reflects proper information to include eligibility expiration dates; follows-up with customers to give updates, provide notification or guidance and request additional eligibility documentation or information as needed.
• Coordinates with other departments, organizations, service providers, and stakeholders to find transportation solutions for customers, determines eligibility for requests from external agencies and communicates their client’s eligibility status.

Bus Pass Program

• Performs critical functions and coordination associated with administering the Transportation Disadvantaged bus pass program and managing customer accounts processing over $800k in bus passes annually.
• Processes bus pass requests, updates and monitors customer bus pass accounts, adds appropriate funds to accounts, and helps resolve escalated or advanced customer service matters pertaining to bus passes. 
• Actively assists internal and external customers, CSRs, Social Workers, Program Coordinators, partner agencies and/or community stakeholders with the bus pass program.
• Ensures all bus passes are properly inventoried, maintains acceptable levels of all types of bus passes and/or funds for accounts, submits bus pass orders timely and controls the issuance