Location: Chicago
Office: Revenue Service
Department: Paratransit
Company Overview:
Pace is the premier suburban transit provider, safely and efficiently moving people to work, school, and other regional destinations. Pace’s family of public transportation offers affordable and environmentally responsible transit options for the residents of 274 municipalities in Cook, Will, DuPage, Kane, Lake, and McHenry counties. The backbone of Chicago’s suburbs, Pace serves tens of thousands of daily riders. One of the largest bus services in North America, Pace covers 3,677 square miles, an area nearly the size of the state of Connecticut and about 15 times the size of the City of Chicago. Pace’s innovative approach to public transportation gives the agency a national reputation as an industry leader.
Department:
Under the direction of the Project Manager, Quality Assurance Paratransit, the Operations Administrator II QA is responsible for investigating and responding to paratransit service inquiries, complaints, and service requests. This includes timely response to customers, the Office of Executive Inspector General (OEIG), Mayor Office for People with Disabilities (MOPD), Regional Transit Authority (RTA), municipalities and local townships, Pace Board of Directors, and other service boards. Responsibilities include:
- The use of effective and efficient customer service etiquette in communication with internal and external customers, including but not limited to, passengers, the public, contractors, public officials, public and private service agencies and other Pace departments.
- The use of analytical skills to assess service performance, contract compliance, investigate incidents, provide customer service resolution and recommendations for service improvements for effective implementation of Pace policies and procedures.
- Employs proficient written communication skills to correspond with both internal and external entities.
- Provides support in the day-to-day operations of services as required including unexpected or planned occurrences, demonstrates efficient and accurate performance of job functions requiring the use of the various software programs utilized by Pace.
- Performs other duties as assigned.
Qualifications
Education:
High School Diploma or GED is required, Associate's or Bachelor's degree in Business Administration or a related field is preferred.
Experience:
Qualified candidates must have at least three (3) years experience in public transportation customer service and complaint resolution processes or equivalent relevant work experience.
Experience in Mobility Management, Paratransit /Demand Response transit service. Transportation Regulatory Compliance and knowledge of FTA DOT ADA regulations are preferred.
Proficiencies:
Must have strong customer service skills, excellent verbal interpersonal and written communication skills and be computer proficient.
Qualified candidate must have good math aptitude and must have a good work history.
Must be proficient in the use of computer software specifically, Microsoft Office Suite (MS) Outlook, Word, Excel, and PowerPoint applications at an intermediate skill level and Adobe Docs.
Experience with Trapeze scheduling/routing software and Oracle database is preferred.
Must have the ability to work independently, be highly organized with attention to detail and aptitude for problem solving.
Must have the flexibility and ability to prioritize tasks and work with multiple managers and staff.
Must be able to meet deadlines and adapt to a dynamic environment.
Must be open to work schedule changes as needed to meet public transit service demand. ln addition to English, fluency in Spanish or Polish is preferred.
Candidate must have good math aptitude and must have a good work history. Must be proficient in the use of computer software specifically, Microsoft Office Suite (MS) Outlook, Word, Excel, and PowerPoint applications at an intermediate skill level and Adobe Docs. Experience with Trapeze scheduling/routing software and Oracle database is preferred. Must have the ability to work independently, be highly organized with attention to detail and aptitude for problem solving. Must have the flexibility and ability to prioritize tasks and work with multiple managers and staff. Must be able to meet deadlines and adapt to a dynamic environment. Must be open to work schedule changes as needed to meet public transit service demand. ln addition to English, fluency in Spanish or Polish is preferred.
Physical Requirements:
Must be able to lift and carry 25 pounds.
This position is safety sensitive and subject to random drug and alcohol testing.
Working Conditions:
The position is based in an office setting with standard office equipment. The typical workday is conducted over an 8-hour period and can begin as early as 7:00 am and end no later than 6:00 pm, Monday through Friday. However, this position requires availability 24 hours a day, 7 days a week, 365 days a year.
This position is eligible to work a hybrid schedule after successful completion of 6 month job introduction period.
Salary:
Full Salary Range: $50,467-106,032
Midpoint: $78,250
Starting Salary Range: $50,467 to $64,358.
Pace is committed to ensuring that our career website and recruiting process are accessible to all individuals. If you encounter difficulties or limitations in using or accessing our online application, or if you require reasonable accommodations to complete this application, participate in interviews, complete any pre-employment testing, or engage in any other aspect of the employee selection process, please direct your inquiries to Devlin.collins@pacebus.com.
Pace is an Equal Opportunity/Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability, or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.
