Transit Specialist - Intermediate

Responsibilities Provide regular two‑way communication between the account support and account management elements, offering relevant insights into customer concerns and issues Proactively support Account Management team as necessary Ensure customer issues are dealt in an efficient manner and comply with Service Level Agreements (SLAs) Ensure all processes and procedures are completed and quality standards are met Demonstrate consistently sound judgment and creative thinking As directed, conduct reviews on accounts on regular basis to evaluate customers’ demands and usage of account Receive and answer concerns from customers or users in relation to the customer questions Represent knowledgeable, efficient, and professional image to customers, vendors, leadership and handle business in a respectful and professional demeanor Develop and maintain a deep understanding of all systems, policies and processes associated with customer business Investigate, track and resolve customer concerns; identify trends and recommend solutions Support the overall customer satisfaction of customer accounts Requirements 2-3 years of experience taking detailed notes of meetings and publishing meeting minutes Highly proficient in MS Project (identifying and documenting tasks, start and end dates, task dependencies) Must have excellent writing skills and be able to simplify complex scenarios Experience with transportation or transit subsidy programs in the federal government highly desired Experience using Salesforce and SharePoint highly desired Excellent interpersonal communication skills Excellent data collection, analytic and report writing skills Exceptional listening and strategic questioning skills Must possess the ability to effectively interface with a variety of people with tact and diplomacy and work well under stressful situations Must possess superior writing skills with ability to write, edit and manage correspondence at executive levels Professional appearance required Core Competencies Demonstrates strong customer service capabilities by effectively managing customer concerns and ensuring compliance with Service Level Agreements (SLAs). Possesses excellent writing, communication, and analytical skills to support account management and enhance customer satisfaction. #J-18808-Ljbffr Socket