Customer Care Representative

US:TX:San Antonio | Sales and Customer Relations | Full-time 44,659 - 76,433 USD per year Posted 2 days ago Description Summary: GENERAL DESCRIPTION OF WORK: Responds to, investigates, and resolves complex and escalated customer concerns involving VIAtrans, VIA Link, contracted paratransit services, and related Accessible Services programs. Coordinates with other VIA departments and contracted transportation providers to resolve customer concerns, provides timely, accurate, and professional responses, and enters complete and accurate case documentation into the appropriate customer service information systems. Provides direct telephone support for customer concern intake and escalated calls, including assisting with inbound call queues during periods of high demand, service disruptions, staffing shortages, or other operational needs. Assists in monitoring customer concern volumes, online submissions, electronic correspondence, digital customer engagement channels, and paratransit-related customer feedback to ensure timely case management, trend identification, and effective resolution. ESSENTIAL FUNCTIONS: Conducts detailed investigations by reviewing customer records, reservation activity, scheduling information, trip histories, Automatic Vehicle Location (AVL) system data, contractor responses, customer communications, and applicable VIAtrans policies and procedures. Follows department guidelines regarding Customer Assistance Form (CAF) completion deadlines by monitoring assigned cases and following up with internal departments, contracted service providers, and investigators to ensure timely resolution of customer issues involving VIAtrans, VIA Link, and contracted paratransit services. Researches and prepares written, verbal, and digital responses to customer concerns involving reservations, scheduling, eligibility, trip performance, no-shows, cancellations, late or missed trips, operator conduct, mobility device accommodation, customer assistance, and ADA complementary paratransit service. Acts as a liaison between customers, VIAtrans Reservations, Accessible Services, Contract Services, Operations, Dispatch, Scheduling, and contracted transportation providers regarding paratransit policies, procedures, service performance, and customer concerns. Presents a favorable image of VIA by responding courteously, compassionately, and professionally to customers, including customers with disabilities, caregivers, family members, advocates, and community partners, in accordance with established VIA policies and procedures. Prepares trend and status reports regarding paratransit customer concerns, including recurring issues related to reservation accuracy, scheduling, trip delivery, on-time performance, contractor performance, operator assistance, customer communication, and accessibility. Assists in the preparation of responses related to escalated concerns for upper management, Accessible Services leadership, executive leadership, Board inquiries, Legal requests, Open Records Requests, and other sensitive or high-priority matters. Acts as a subject matter expert to support and answer VIA team member questions regarding VIAtrans policies, reservation procedures, ADA complementary paratransit requirements, CAF processes, customer communication standards, and case documentation expectations. Assists the Legal Department in data searches, complaint and CAF investigations, Open Record Requests, litigation support, and other documentation requests involving VIAtrans, VIA Link, and contracted paratransit services. Prepares clear and concise summaries of investigations, findings, corrective actions, and resolutions, and accurately enters them into the appropriate enterprise systems. Participates in monthly departmental meetings and frequent meetings with other VIA departments and contracted transportation providers, including off-site meetings as required. Uses enterprise systems and other software to identify, research, and verify customer comments, complaints, concerns, inquiries, schedule adherence, trip performance, and service outcomes. Answers inbound customer concern and escalation calls and completes the initial intake, documentation, research, resolution, or appropriate routing of each contact in accordance with department procedures. Monitors customer concern call queues and provides immediate telephone support when service levels, wait times, or call volumes reach established escalation thresholds, including during designated all-hands response periods. Monitors customer concerns received through online forums, electronic correspondence, CRM platforms, customer portals, and other digital engagement tools supporting VIAtrans and Accessible Services. Supports implementation and ongoing improvement of RideCo, CRM enhancements, online customer service tools, and future customer-facing technologies affecting VIAtrans reservations, customer communication, and concern resolution. Identifies recurring customer concerns and operational trends and recommends process improvements to improve reservation accuracy, customer communication, contractor performance, and the overall paratransit customer experience. Prepares monthly summaries and ad hoc reports of concerns handled, trends identified, response timeliness, and potential operational improvements, and prepares other reports upon request. Perform the duties of the Customer Resolution Agent as needed. This job description excludes marginal functions that are incidental to performing the job. Other duties may exist. REQUIRED EDUCATION AND EXPERIENCE: Associate’s Degree and one (1) year of experience in customer service, complaint resolution and conflict management, or a closely related field. Experience may be substituted in lieu of education on a year-for-year basis up to two (2) years. PREFERRED QUALIFICATIONS: Experience working with ADA complementary paratransit operations; VIAtrans reservations, scheduling, and dispatch; or contracted transportation services. Experience working in a call center or online customer support. ADDITIONAL REQUIREMENTS: Knowledge in the use of personal computers, including but not limited to Windows Operating system software (ex: Microsoft Word, Excel, and Outlook), CRM platforms, Trapeze COM, RideCo, AVL tools, and other customer service or transportation technology systems. Must be proficient in accurate data entry, case documentation, customer record review, and written case summaries. Must have good problem-solving skills and ability to make independent judgements based on customer information, operational records, policy requirements, and service documentation. Ability to recognize and respond appropriately to information and situations that need attention, escalation, management review, ADA review, Legal review, or contractor follow-up. Must have above-average verbal and written communication skills, including the ability to prepare clear, professional, and customer-centered written responses. Must be able to transition between assigned casework, digital correspondence, investigations, and live telephone support based on customer demand and departmental service-level needs. Ability to remain focused, patient, respectful, and professional with customers who have impaired communication skills, cognitive disabilities, mobility limitations, or complex accessibility needs. Effective listener and communicator with above-average skills in conflict management, problem solving, customer advocacy, investigation, and report writing. Must be able to maintain confidentiality of sensitive information, operational information, ADA-related information, and investigative materials. Requires thorough knowledge of VIAtrans service and VIAtrans operations, including but not limited to service area, reservations, scheduling, fares, eligibility, customer assistance, trip policies, no-show and cancellations procedures, mobility device accommodation, ADA complementary paratransit requirements, VIA Link, contracted services, and general rules and procedures of VIAtrans service. Must work cooperatively with a diverse group of customers, employees, contractors, caregivers, advocates, and community partners. Must be able to maintain good work attendance. Safety Accountability Statement: - Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers. - Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security. - Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department. - Employees are responsible, a nd required , to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used. Must comply with and support all applicable VIA EEO Policies and Procedures. PHYSICAL REQUIREMENTS: Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5-25 pounds of objects, such as files, equipment and supplies, and books. Must be able to sit and stand for long periods of time. WORK ENVIRONMENTS: Work involves frequent verbal and written interactivity with VIA employees, contracted service providers, customers, caregivers, advocates, and persons with disabilities. Work takes place in an open office environment and involves various work shifts including split shifts, holidays, and weekends. Will be required to attend community meetings, customer meetings, contractor meetings, and off-site meetings. VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability. #J-18808-Ljbffr