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Customer Experience Improvement Specialist

2 months ago

Marquand, Missouri, United States Knowledge Services Full time

Knowledge Services is actively seeking a Service Quality Specialist to join our team in downtown Indianapolis.


• This role will work onsite Monday - Friday from 8-5pm.

Service Quality Specialist Responsibilities:


• The Service Quality Specialist is responsible for investigating, reviewing, and responding to inquiries and complaints received from passengers and customers regarding the service we provide.


• The Specialist is charged with assisting the corporation to improve service to passengers by reviewing video recordings, utilizing information from our operations computer systems, and engaging with employees and customers to resolve complaints, investigate concerns, and understand the customer perspective in operational decisions.


• Investigates and responds to complaints and comments received from customers and citizens regarding transit service.


• Documents follow-up in the system(s) for customer complaints.


• Provides effective and efficient customer service, responding to complaints or issues from customers or other external constituents.


• Assists Operations personnel with investigating job performance incidents.


• Consults with Transportation Supervisors or Coach Operators as needed to provide feedback regarding Operator performance.


• Compiles written summaries and reports regarding problems or concerns discovered through customer comment investigations.


• Provides insight and input regarding the customer perspective to management as requested.


• Coordinates with Security Coordinator on coach video requests.


• Utilizes various computer systems to gather information related to service issues for both fixed route and paratransit operations.

Service Quality Specialist Requirements:


• High school diploma/GED is required.


• Experience in a customer service role dealing with the general public is required.


• Proficiency using a computer and related technology, including proficiency with Microsoft Office, the internet, software applications, and aptitude for learning new software or applications.


• Good written and verbal communication skills; strong listening skills.


• Ability to interact with internal and external constituents, both in person and through written correspondence.


• Above average decision-making and problem-solving abilities.


• Good presentation skills and the ability to communicate to groups.


• Basic mathematical abilities (addition, subtraction, multiplication, and division).


• Ability to prioritize, organize, and manage tasks and time effectively; flexibility is required.


• Ability to operate office equipment, including copiers and phones.

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