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Customer Service Specialist

The Customer Service Specialist will be the second line of customer service support for assigned Program; supporting the day-to-day maintenance and operation of the Retail network, Transit Benefits, and Special Fares Programs.  Responsibilities include handling escalated calls/issues related to these three areas of operation, training (initial and recurring), monitoring operational adherence and sales tracking.  During the transition period the focus will be on providing second-line customer support to Ventra Retailers, Employer Transit Benefits Administrators, and Special Fare Programs Administrators.  Once the program stabilizes the position will become more analytical - evaluating data and participating in the adjustment of operational processes and procedures accordingly.  This position typically works under general supervision and direction.

 

Job Responsibilities: 

  • Provide account administration and support to facilitate the ongoing operation of the Retail Network, Transit Benefits, and Special Fares administration for assigned program
  • Establish and maintain relationships with sub-contractors that will be responsible for specific customer requirements (i.e. trainers, salespeople, suppliers, etc.)
  • Maintain solid  relationship with various program administrators
  • Support Retailer and Employer Transit Benefit recruitment
  • provide training for Retailer and Employer Transit Benefits and Special Fare Programs Administrators
  • Participate in improving programs by monitoring data and trends and communicate feedback to Program Management staff
  • Respond to customer feedback relating to merchants or third-party contractors.

Minimum Job Requirements:

  • Minimum of 2 years of customer service or account management experience.
  • An undergraduate degree in Business Administration/Communications or similar field
  • Excellent verbal and written communication skills
  • Possess the ability to translate complicated information into plain English
  • Successful candidate must be able to function well as a team member and able to implement and follow strategy and policy as set by the company
  • Strong financial and business analysis skills
  • Capability to quickly grasp new program policies and convey them to program administrators
  • Knowledge of the transit industry preferred
  • Knowledge of City and local government practices and personnel
  • Possess a positive, self-starting attitude
  • Willing to work extended hours if required
  • Must be able to handle multiple tasks and ensure proper follow up is maintained 
  • Must be highly organized
  • Must have a clear driving record and be able to stand for 1-hour durations to perform training and presentations

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Technician Field Service B

Performs testing, repair and maintenance activities to equipment at field sites.  Operates and maintains digital and analog electronic devices and troubleshoots assemblies to the board level.  This position typically works under general supervision and direction.

 

Job Responsibilities: 

  • Provides assistance to senior field technicians in setting up, installing and initiating the operations and servicing of equipment at field sites
  • Provides assistance to senior field technicians performing routine campaigns and installations.
  • Recommend changes in circuitry or installation specification to simplify assembly and maintenance.
  • Develops wiring diagrams and draws layouts of electronic equipment.
  • Interfaces with customer agency in a professional manner during operational meetings or while supervising campaign and/or installation of equipment at field sites.
  • Identifies and analyzes equipment malfunctions and utilizes various maintenance and repair manuals, test equipment, wiring diagrams, schematics, and electrical equipment, to rework, repair and maintain equipment.
  • Maintains records of all maintenance activities in accordance with contractual requirements.
  • Assists other site technicians in solving unusual problems in the hardware.
  • Performs general maintenance on all installed equipment.
  • Performs technical and semi-technical tasks not always electronic in nature.
  • Builds cable assemblies and Printed Circuit Board (PCBs) as required.
  • May serve as Lead and performs other related duties.

Required Qualifications:

  • 2-year college degree or equivalent in electronics, computer science, information systems and/or related technical school plus a minimum of 4 years related experience
  • Ability to understand verbal instructions to rework, repair, test, troubleshoot and maintain equipment
  • Must possess excellent verbal and written communication skills
  • Excellent customer service skills
  • Ability to travel foreign and domestic
  • Ability to lift 50 lbs
  • Ability to work in hectic and noisy environments

Apply Online