Paratransit Customer Relations Manager

Milwaukee, WI, USA Req #569

 Wednesday, August 7, 2024

Department:                           Paratransit – Transit Plus

FLSA Status:                          Exempt, Non-Represented

Reports to:                             Director of Paratransit

Annual Salary Range:           $77,600 - $116,400

JOB SUMMARY:

 

Coordinates paratransit services in accordance with ADA paratransit program requirements. Manages the process to monitor and resolve service complaints in accordance with standard policies and procedures. Establishes and maintains relationships with contracted paratransit service providers to facilitate high quality customer service.  Serves as project coordinator on designated projects and new initiatives.

 

ESSENTIAL FUNCTIONS:

 

1. Manages paratransit client service and client interactions.
2. Oversees staff and develops processes to effectively investigate, analyze and resolve customer complaints.
3. Tracks complaints and commendations; prepares reports.
4. Plan, coordinate, and oversee paratransit projects to ensure that contract specifications are met.
5. Coordinate project teams (both internal and external), and work with stakeholders such as Executive Team members, Milwaukee County staff, elected officials, other MCTS departments and paratransit riders and advocates to define, prioritize, and develop project goals and Key Performance Indicators (KPIs).
6. Develop processes and create concise, informative and meaningful reports to highlight project issues and progress.
7. Manages the Transit Plus No Show Policies, issues warnings, suspension notifications and trip histories.
8. Serves as primary liaison to the Transit Plus Consumer Advisory Council, contracted service providers, Transit Plus clients and caregivers, community advocates, etc.
9. Attends monthly Council meetings and provides administrative support to the Council.
10. Participates in community meetings to provide information about Transit Plus’s programs, policies and procedures and ADA requirements.
11. Identifies problems to make recommendations for development or refinement of policies and procedures to improve MCTS operations.
12. Performs other duties as required.

 

QUALIFICATIONS:

 

1. Bachelor's Degree in Transportation, Social Work, or related field required. 
2. Three (3) years of related professional experience, including working knowledge of the Americans with Disabilities regulations required.
3. Prior transit experience and working with seniors/persons who have disabilities required.
4. Project Management experience is preferred.

 

KNOWLEDGE, SKILLS, AND ABILITIES:

 

1. Knowledge of MCTS operations and policies, as well as Paratransit Program, Transit Plus and other operations.
2. Knowledge of customer service best practices.
3. Skilled in computer operations and spreadsheet, word processing, presentation and related software.
4. Excellent communication and analytical skills.
5. Ability to develop and maintain effective and appropriate working relationships.
6. Ability to work independently to meet deadlines.
7. Ability to work with people with disabilities and seniors.
8. Ability to read, understand, interpret and provide feedback on technical information.
9. Ability to provide necessary direction to project teams to accomplish the project goals.

 

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL FACTORS:

 

1. Work is frequently conducted in an office or similar indoor environment relatively free from unpleasant environmental conditions or hazards. Incumbent may also be exposed to hostile of irate individuals, or those with known violent backgrounds.
2. Physical requirements are those described as sedentary work, which includes exerting ten (10) pounds of force occasionally, a negligible amount of force frequently and/or constantly having to lift, push, pull or otherwise move objects, including the human body

 

DISCLAIMER STATEMENT:

 

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

 

Milwaukee County Transit System is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age; protected veteran status, status as a qualified individual with a disability or any other characteristic protected by law.

Other details

• Pay Type Hourly

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