Position Title: Service Quality Specialist
Safety Sensitive: No
Supervisor’s Title: Manager Service Quality
FLSA Status: Non-Exempt
Department: Mobility Solutions

Division: Operations

• The salary range is $47,000 - $53,000 annually, commensurate with education and experience. This position is on-site, No Remote options

ABOUT US

We are IndyGo, a Municipal Corporation of Indianapolis – Marion County, and we’re proud to be the largest public transportation provider in the state of Indiana. We operate 32 transit routes throughout the county, providing nearly 10 million passenger trips a year to the good citizens of our region. IndyGo is committed to expanding mobility options to improve connectivity with the company’s mission, vision, and goals.

WHO WE ARE

A key measure of any great city is the ease of getting from one place to another. We call it “mobility.” It’s as essential as access to electricity and clean water. It moves a city forward to become a better place of opportunity and community. It’s a measure of a city’s vitality and potential, and it reflects a city’s judgment about its civic priorities. It makes a city a better home and a better place to visit.
At IndyGo, getting people from one place to another is much more than just moving riders: it’s about getting our riders to their hopes and dreams, to their education and careers, to their families and friends, to their health and well-being, and another day of life in Indianapolis and the surrounding areas.
We’re here because you’ve got somewhere you need to be, and you need an easy, reliable way to get there. So come on; get on and get going to wherever you want to go on IndyGo.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• Experience in a customer service role dealing with the public is required.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Proficiency using a computer and related technology, including proficiency with Microsoft Office, the internet, software applications, and aptitude for learning new software or applications.
• Ability to effectively communicate with internal and external constituents, both in person and through phone, e-mail, and written correspondence.
• Above average decision-making and problem-solving abilities.
• Basic mathematical abilities (addition, subtraction, multiplication, and division).
• Ability to prioritize, organize, and manage tasks and time effectively.
• Ability to operate office equipment, including copiers, fax machines, and phones.

POSITION PURPOSE

The Service Quality Specialist is responsible for investigating, reviewing, and responding to questions and complaints received from IndyGo passengers and customers regarding the service we provide. The Specialist is in charged with assisting the corporation to improve service to passengers by reviewing video recordings, utilizing information from our operations computer systems, and talking to employees and customers to resolve complaints, investigate concerns, and understand the customer perspective in operational decisions.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To be successful in this role, an individual must be able to perform in a satisfactory manner the functions listed below. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Investigates and responds to complaints and comments received from customers and citizens regarding transit service.
• Presents information internally to individuals and groups regarding customer comment concerns, trends, corporation policies and procedures.
• Documents follow up in the system(s) for customer complaints.
• Provides effective and efficient customer service, responding to complaints or issues from customers or other external constituents.
• Assists Operations personnel with investigating job performance incidents.
• Consult with transportation supervisors or coach operators as needed to provide feedback regarding operator performance.
• Compiles written summaries and reports regarding problems or concerns discovered through customer comment investigations.
• Provides insight and input regarding the customer perspective to management as requested.
• Recognizes and maintains the confidentiality of sensitive information.
• Coordinates with security coordinator on coach video requests.
• Utilizes various computer systems to gather information related to service issues for both fixed route and paratransit operations.
• Passes Service Quality Specialist assessment.

The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Ability to work in deadline-oriented office environment.
• Ability to work independently with minimal supervision.
• Must be able to remain stationary for extended periods without being able to leave the work area.
• Ability to identify and distinguish differences in colors and to recognize alerts and online map tracking routes