Transdev Customer Service Representative - San Francisco, CA in San Francisco, California

Overview

Transdev, formerly Veolia Transportation, is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming.

This position is responsible for reviewing and processing all new and recertification applications for paratransit eligibility received in the SF Paratransit Eligibility Programs & Certification Department. Adhering to the Regional Eligibility Process established by the Metropolitan Transportation Commission (MTC), the successful candidate will evaluate, using established techniques, an applicant’s eligibility for ADA Paratransit as promulgated by the Americans with Disabilities Act of 1990 as amended, also known as the ADA. The analyst is responsible for first reviewing the information for completeness and then determining the next steps to reach an eligibility determination. This can include a professional verification, a telephone interview of the applicant or an in-person interview to arrive at a determination. The analyst may also be responsible for outreach related to eligibility to programs and services offered by the SF Paratransit program. These outreach events are typically public events and can be held during the week and on weekends. This position also performs a number of administrative tasks including telephone communication with applicants, with social service agency representatives, medical professionals and others to aid in completing determinations. Other administrative tasks can include intake, correspondence generation and filing. The analyst will also participate in any appeals hearings related to denial of eligibility along with other tasks that may be assigned by the manager.

Responsibilities

Responsibilities/Duties:

This position reports to the Eligibility Programs Manager. This person is responsible for reviewing eligibility applications and making a determination. Analyst may be asked to assist with decisions related to establishing first time paratransit debit card allotments and allotment increase requests including one-time requests and permanent increase requests. Analyst may also be responsible for participating in determinations related to Group Van and inclusion of other SF Paratransit programs or features of programs, including but not limited to stair-assist service. Other tasks could include entry of new applications for service, registration of riders into the system, and other processing of applicant information including generating correspondence and reports. The analyst must be familiar with the program and be able to answer intake-related questions, periodically check individual and departmental voice mail, log voice mail calls on appropriate forms, and return calls. Some filing of applications or related materials is required. Responsibility for other miscellaneous duties, such as processing intercounty eligibility inquiries, assisting with sending out application materials and preparing other mailings may be required.

Other duties:

This position will require some general office work including routine data entry and organization of records. Individual will be capable of producing raw data and generating summary reporting as required. Individual must be willing to perform other duties as needed. Some light lifting may be necessary. Job requires heavy telephone use.

Qualifications

Education/Experience:

At a minimum, position will be filled with a qualified person having a high school diploma or equivalent. Some college preferred. Experience working with elderly/disabled in transportation settings or medical offices and having familiarity of medical terminology a plus. Experience working with computers is a must. Specific ADA eligibility training will be provided and must be completed.

Skills/Knowledge/Abilities:

Successful candidates are patient, possess good writing and oral communication skills and are capable of functioning in an office environment performing typical office-related tasks including handling telephone calls. The ability to multitask and handle difficult situations is a plus. Ability to learn quickly and work with limited oversight is also necessary. Must be highly organized, focused and able to work quickly and accurately in a medium to high stress environment. Fluency in a foreign language (e.g., Spanish, Russian or Chinese) is highly desirable.

Work Environment:

Most work for this position is performed on-site in a professional office setting that is well lighted, climate controlled, dust and smoke free. Building and work areas are fully ADA accessible. This is an environmentally friendly office. The use of scented products or other fragrances, natural or synthetic is not permitted.

Work Schedule:

This position must be available to work full-time, Monday through Friday (except approved Holidays), 8 am to 5 pm. Occasional weekend work is also required. Occasional overtime may be required. Training is provided

For more information please visit our website at www.transdevna.com/careers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

Drug free workplace

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

Requisition ID 2018-9016

Position Category Administrative/Clerical/Payroll/HR/Accounting

Internal Code #TNA

Internal Reference 493

Internal Code 3 Ind1