Mobility Services Customer Care Coordinator

POSITION SUMMARY

Performs responsible work providing administrative support in the Mobility Services Department, which includes pass sales for COTA Mainstream and supporting the Mobility Coordinator as needed.

Performs duties in alignment with the 2019 - 2024 COTA Strategic Plan and in support of the organization's vision To Move Every Life Forward.

ESSENTIAL JOB FUNCTIONS

• Provides administrative support to the Mobility Services Department.

• Interacts with Mainstream customers and potential applicants, relatives of Mainstream customers and applicants, human service providers, and advocacy groups for individuals with disabilities to provide general information on paratransit services, policies, and procedures.

• Supports the paratransit service operation by performing routine duties. Opens and distributes departmental mail. Staffs the paratransit information telephone line. Answers and screens incoming telephone calls, answering general questions when applicable or referring them to the appropriate staff member. If information gathering is necessary, compiles and returns responses to customer requests and inquiries.

• Counts, maintains, and distributes Mainstream pass and ticket inventory and merchandise sales for the organization.

• Promotes a positive customer experience by offering support and guidance to individuals requiring assistance with Mainstream service information, including purchasing tickets, the eligibility process, and Mainstream Lost and Found.

• Provides support for Eligibility Administrators by printing and mailing client letters; as well as printing new Mainstream ID cards to include in the letters.

• Assess Customer needs; Exercise good oral and written communication skills, whilst articulating relevant information and directions in an organized and concise manner; Takes proactive steps to maintain positive experiences.

• Informs customers about new product/service features and functionalities; Collaborates with various team members across departments to problem solve and exceed customer expectations.

• Operates Cisco/Finesse phone system, multi-display computer, copier, and other office equipment. Uses COTA email and other software to handle general inquiries.

• Handles customer contacts and ensures accuracy when relaying information to Customer Care personnel; exhibits empathy and understanding when interacting with customers regarding contacts.

• Supports travel training as needed.

• Performs other duties as assigned.

• Regular, predictable, and punctual attendance required.

OTHER JOB FUNCTIONS

• None

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

• Requires a High School Diploma or GED, and three (3) years of office experience.

LICENSES AND CERTIFICATIONS

• None

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of Trapeze and Microsoft Office, including Excel, Word, Outlook, and PowerPoint.

• Knowledge of standard office practices and procedures, current office technologies and keyboarding.

• Skills in verbal and written communication.

• Skills in human relations.

• Ability to communicate effectively orally and in writing using all available mediums (i.e., E-mail, voice mail, correspondence); and

• Ability to lift heavy/bulky packages and endure long periods of walking and driving.

PHYSICAL REQUIREMENTS

This position requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects, and the following additional physical abilities:

• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.

• Hearing 1: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.

• Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.

• Repetitive Motion: Substantial movements

(motions) of the wrist, hands, and/or fingers.

• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

• Talking 1: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

• Visual Acuity 1: Have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.

EMERGENCY DESIGNATION

• [E-E] Essential Employees: Employees designated as [E-E] are deemed critical to business operations and their physical presence at work during a Declared State

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