Service Quality Specialist

$47,000 - $53,000/Yr

Indianapolis Public Transportation Corporation - Indianapolis, IN

Full-time - Entry Level

Indianapolis, IN

Transit and Ground Passenger Transportation

About the position

The Service Quality Specialist at IndyGo is responsible for investigating and responding to customer complaints and inquiries regarding transit services. This role aims to enhance service quality by analyzing feedback, reviewing operational data, and collaborating with staff to address concerns and improve the overall customer experience.

Responsibilities

• Investigates and responds to complaints and comments received from customers and citizens regarding transit service.
• Presents information internally regarding customer comment concerns, trends, and corporation policies and procedures.
• 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 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.
• Recognizes and maintains the confidentiality of sensitive information.
• 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.

Requirements

• Experience in a customer service role dealing with the public is required.
• Proficiency using a computer and related technology, including Microsoft Office and internet applications.
• Ability to effectively communicate with internal and external constituents, both in person and through various forms of correspondence.
• Above average decision-making and problem-solving abilities.
• Basic mathematical abilities (addition, subtraction, multiplication, and division).
• Ability to prioritize, organize, and manage tasks and time effectively.
• Ability to operate office equipment, including copiers, fax machines, and phones.

Benefits

• Full-time positions with guaranteed 40 hours/week.
• Medical, dental, and vision (effective on the 1st of the month, 30 days after the start date).
• Free on-site wellness clinic for employees and their families.
• Retirement plan (401A and 457B).
• Tuition reimbursement.
• Free IndyGo transportation for employees and their families.
• Federal Loan Forgiveness Program.