This position will work as part of a focused team managing and promoting the employee commute experience, including administering the digital elements of the assigned parking program, shuttles, rideshare, transit, carpool, and bike options.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

• HS Diploma and 1 - 3 years of customer service experience required, transportation experience or knowledge of transit systems a plus.

COMMUNICATION SKILLS

• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to effectively present information to an internal department and/or large groups of employees.
• Comfortable presenting in front of a large audience though virtual sessions.
• Comfortable meeting and engaging with new people.
• Warm and engaging demeanor.
• Ability to assess circumstances, empathize and offer help.
• Excellent written and verbal communication skills
• Respond to high-visibility escalations in a fast-paced and demanding environment.

FINANCIAL KNOWLEDGE

• Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

OTHER SKILLS AND/OR ABILITIES

• Basic skills with Microsoft Office Suite products such as Word, Excel, Outlook, etc.
• Ability to respond to a high volume of emails while simultaneously handling other projects; adjusts priorities as needed based on incoming requests
• Ability to present information in an interesting format that engages the audience
• Ability to work independently
• Ability to read and interpret road maps. May need to use GPS or other directional device. Ability to work hand‐held mobile technologies and applications
• Excellent organizational and time management skills
• Team player willing to help others with questions and tasks
• Must work well under pressure with multiple deadlines, and demonstrate a proactive approach to routine and non-routine occurrences.
• Ability to work flexible work schedules based on business need.
• May need to be physically able to lift and move 30-40 boxes and operate a two-wheel dolly.
• Strong problem-solving skills. Highly adaptable and flexible.

Provide onsite customer support by working in-office 3 or more days per week, with optional work from home days the remainder of the week.

• Provide timely and friendly customer service to client employees seeking information about commute options.
• Become a Subject Matter Expert (SME) on commute modes available to employees.
• Coordinates distribution of transportation passes, Carpool Permits, Bus schedules, and other commute materials.
• Utilize a ticketing system to efficiently manage and resolve customer inquiries, ensuring timely and accurate responses to support requests.
• Create and maintain program documentation including policy documents, email templates, logs, and service records
• Coordinate with on-site facilitators and internal stakeholders to deliver the high standards of the employee commute experience
• Conducts customer facing virtual events and presentations specialized in outreach to client employees
• Engages with client employees via online showcase to present benefit information and conduct Q&A
• Collaborates with on-site teams within the commute program to engage with the client employees and promote the program
• Coordinates van pool groups schedules and documents.
• Utilizes the digital platform to manage employee parking assignments, waitlists, and permit requests
• Identify program and process optimizations and provide recommendations to improve efficiency, productivity an

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide onsite customer support by working in-office 3 or more days per week, with optional work from home days the remainder of the week.

• Provide timely and friendly customer service to client employees seeking information about commute options.
• Become a Subject Matter Expert (SME) on commute modes available to employees.
• Coordinates distribution of transportation passes, Carpool Permits, Bus schedules, and other commute materials.
• Utilize a ticketing system to efficiently manage and resolve customer inquiries, ensuring timely and accurate responses to support requests.
• Create and maintain program documentation including policy documents, email templates, logs, and service records
• Coordinate with on-site facilitators and internal stakeholders to deliver the high standards of the employee commute experience
• Conducts customer facing virtual events and presentations specialized in outreach to client employees
• Engages with client employees via online showcase to present benefit information and conduct Q&A
• Collaborates with on-site teams within the commute program to engage with the client employees and promote the program
• Coordinates van pool groups schedules and documents.
• Utilizes the digital platform to manage employee parking assignments, waitlists, and permit requests
• Identify program and process optimizations and provide recommendations to improve efficiency, productivity and

Performance

• Works with local garage management and reception teams to process and distribute physical garage access devices for new and closed assignments on weekly and monthly cadences
• Track program KPIs and projects using various tools such as SmartSheet and Excel; provide reports on commuter behavior

and program performance using data collected by the digital platform

• Ensure consistent data by auditing internal systems with records from external and internal stakeholder teams
• Assist with onboarding of new team members including interviewing and training
• Develop an understanding of commute management platforms to ensure content integration with client systems and platforms.
• Partner with shuttle vendor teams to solve real-time shuttle challenges and ensure a cohesive experience for shuttle riders.
• Utilizes the shuttle digital platform to manage shuttle services and routes, track shuttles, and communicate with customers regarding shuttle operations
• May perform other duties as assigned or requested by management

SUPERVISORY RESPONSIBILITIES

• No formal supervisory responsibilities in this position.