Customer Experience Quality Control Analyst

Work Location: 901 N. Cameron St, Harrisburg, PA 17101

Work Schedule: Monday thru Friday 8:00 AM - 4:30 PM

Paid Weekly

Pay: $17.50 - $18.50/hour

Full Benefits Package (Health, Dental, Vision, Simplified Employee Pension, Paid Holidays, Paid time off, Company provided life and disability)

Job Summary (Role in organization):

The position is critical in assisting the Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position is responsible for identifying root cause solutions that improve our customer's satisfaction and overall experience. This position will work with various departments and locations to ensure we are providing top notch service to those that are transit dependent as well as our community as a whole. This position will provide identified trainings to improve the understanding of funding sources, customer service, and phone and radio etiquette.

Key/Reporting Relationship:

This position reports to the Customer Service Manager. This position receives general supervision and works within established guidelines.

Essential Duties and Responsibilities:

Achieves the Authority's mission by fostering, promoting and increasing mobility services for our consumer base within our coverage areas. Establishes and nurtures professional relationships with internal and external partners.

Serves the customer by developing and implementing comprehensive root cause solutions that answer the concerns of our customers and the community. Establishes and reinforces process improvements that will eliminate similar concerns in the future. Provides communication and training to establish systemness in deal with customers.

Achieves positive customer experience by working collaboratively and seamlessly with staff to identify root cause solutions and communicates those improvements back to our customers. Collaborates with the Marketing department to compose replies to customer concerns originating from social media and other technology platforms.

Achieves positive customer experience by ensuring timely communication and root cause resolutions. Assures the Authority has properly trained individuals in areas that relate to customer engagement. Ensures updated policies and procedures are maintained and available.

Assists staff in creating processes, policies and standard operating procedures related to our customers' concerns. Ensures the timeliness of resolutions and communicates those resolutions to the concerned party.

Monitors quality of daily interactions with customers by listening and reviewing customer service phone calls, as well as radio communication between the operators and dispatch.

Prepares reports by researching, compiling, analyzing, and summarizing information and trends. Uses reports to communicate with senior managers and to mine data for decision-making purposes. Uses data to develop plans to increase the Authority's presence.

Completes and maintains (accurate, timely) record keeping and documentation by documenting procedures and decisions; maintaining required documentation; imputing and maintaining computer applications, and forms. Compiles or assists Customer Service Manager in preparing statistical reports and other information as required.

Contributes to the team by assisting in training employees.

Preserves historical reference by establishing and maintaining a record-keeping system, documenting procedures and decisions, maintaining required documentation, and ensuring delivery of documents as necessary. Compiles and maintains a procedure system and organized office to ensure continuity of position.

Maintains trust, confidence and protects the organization by keeping information confidential and disclosing only on a need to know basis; ensuring high ethical standards; and upholding the organization's reputation in the community.

Ensures communication and positive image of Authority by reviewing critical incidents, exceptions to policy and/or goal achievement with Customer Service Manager.

Maintains cooperative relationship with coworkers and management by communicating necessary information, responding to requests, building rapport; and participating in problem-solving methods.

Contributes to effective communications within the organization by establishing and maintaining effective communication lines with all staff members and general public. Keeps management and staff informed of critical information needed to ensure smooth operations.

Maintains professional and technical knowledge by attending educational classes/workshops; reviewing professional publications; establishing personal networks; and participating in relevant professional societies.

Essential knowledge, skills, abilities and experience:

• High School degree or equivalent is required. Bachelor's degree in related field preferred.
• Prefer two years of experience in mobility, customer service, or human service field.
• Ability to demonstrate optimism in all work.
• Ability to learn and understand public transit systems operations and service area.
• Ability to foster and develop community partnerships.
• Effective public speaker with ability to develop and deliver presentations and present ideas and concepts both orally and in writing.
• Ability to work through with acute attention to detail and maintain focus on priorities.
• Must perform work activities in an efficient and timely manner to meet all deadlines and requirements for the position within the scope of work hours identified.
• Ability to be curious and learn from asking questions and listening to others.
• Experience in using personal computers, applications, with proficiency in Excel, Word, and Outlook and data entry.
• Strong working knowledge of English, grammar, punctuation, spelling, style, etc. with the ability to read and write reports, memos and develop presentations.
• Ability to listen actively, persuade others to accept recommendations, and make presentations.
• Ability to analyze situations, solve problems and deal with a variety of changing situations in a timely manner.
• Ability to be detail oriented, efficient, organized, accurate, and able to prioritize work tasks.
• Ability to maintain confidentiality.
• Ability to maintain compliance with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to be self-starter, self-motivated and results oriented to accomplish objectives.
• Ability to respond with sensitivity to the multicultural, socio-economic and political issues with clients and in the community as they relate to transportation services in the region.
• Ability to establish and maintain effective working relations with customers and staff to gain information and support in accomplishing goals. Ability to interact courteously with diverse internal and external customers and foster a positive work environment
• Ability to represent the Authority in a professional and positive manner at all times.
• Ability to actively listen, communicate effectively and follow oral and written instructions that are given in English. Ability to complete records. Ability to work with diverse customers.
• Ability to travel for organizational needs.
• Work hours may include a nonstandard workweek, overtime, various shifts and weekend work.
• Must meet hiring qualifications of an acceptable driving record and background verification in accordance with SRTA standards. .

Certificates and Licenses Required:

• Possession of valid motor vehicle operator's license that is not under suspension or revocation, and possess current automobile insurance coverage is preferred.