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

Hillsborough County Board of County Commissioners•Tampa, FL

17h•$20 - $26

About The Position

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.

Requirements

Knowledge of laws, rules, and policies governing assigned functional areas.
Computer proficiency in Microsoft Word/Excel; knowledge of transportation software applications and excel spreadsheet applications.
Skill in the use of customer-oriented phrases and techniques to achieve a positive resolution.
Skill in listening actively to discern customers’ needs.
Skill in the application of lead and team building techniques.
Ability to evaluate information and use good judgment in complex circumstances to determine best courses of action.
Ability to read, comprehend, and apply job related rules, policies, and procedures.
Ability to communicate effectively both orally and in writing.
Ability to prioritize the work of a team.
Ability to perform accurate computations and verifications of data.
Ability to accurately enter data in computer and software applications.
Ability to learn and understand duties of other staff to provide appropriate coverage.
Knowledge of standard call center operations and customer service best practices.
Ability to train others in customer service duties.
Skilled at using de-escalation skills to resolve intense situations.
Associate degree; AND
Four (4) years of experience directly related to the position, OR
An equivalent combination of education (not less than a high school diploma/GED), training and experience that would reasonably be expected to provide the job-related competencies. (For education and experience only, does not include legally required Licenses or Certifications).

Responsibilities

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.
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.
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 of bus passes and uploading of funds to accounts to avoid misappropriation.
Provides group trip coordination for senior housing facilities throughout the County and with other community partners; effectively works with Group Coordinators to schedule transportation service for their residents or clients; provides positive and effective communication between coordinators and the Operations Section to ensure efficient and effective transportation service.
Ensures group trip requests are accurately processed using appropriate funding sources according to funding agency requirements and accurately enters appropriate information into the scheduling software; properly manages all files, eligibility applications, and request for transportation.
Monitors Group Trips daily to ensure service issues are identified and resolved appropriately.
Coordinate’s special purpose trips such as homeless intervention; employment; and Dialysis transportation with Operations and requesting agencies.