R&D Transportation Services, Inc.
Job Title: Customer Service Representatives
Department: Customer Service
Location: Sacramento, CA
Reports To: Branch Manager
FLSA Status: Full-Time, Non-Exempt
Wage Scale: $18.00-$20.00
THE COMPANY
R&D Transportation Services, Inc. (R&D) is a transportation management and consulting firm that for over 25 years, has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe , reliable, and efficient transportation services for people with developmental and/or physical disabilities. R&D has two Customer Service positions – one for the morning and one for the afternoon shift.
POSITION SUMMARY
The Customer Service Representative responds to participant concerns, inquiries, and reports problems to supervisor or other departments such as Scheduling and Quality Assurance, by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- notify of service schedules
- provide late bus notifications
- respond to concerns and questions
- obtain additional information to process service change requests
- obtain and document additional information when a customer reports a concern or complaint
- Other duties may be assigned
KNOWLEDGE, SKILLS & ABILITIES
- Written, verbal and organizational skills
- Confidentiality of all information is essential
- Computer Skills (familiar use with Excel, Word , Access and Outlook )
- Requirement bilingual Spanish
- Ability to effectively communicate in English.
- Ability to write routine reports and correspondence
- Ability to speak effectively with customers and co – workers.
- Ability to effectively present information and respond to questions from customers, participants, and vendors.
- Ability to deal with problems involving several variables in standardized situations
- Knowledge of Zultys Phone System preferred
EDUCATION and EXPERIENCE
High school diploma, some college preferred; or two to four years related experience and/or training in a high volume call center required; or equivalent combination of education and experience. Background in Sociology, Psychology, Communication or related discipline preferred. Passing score on new hire tests. Familiarity with use of computers and software programs required. Familiarity with use of the Internet required. Ability to read city maps required.
LANGUAGE SKILLS
Ability to effectively communicate in English and Spanish required. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co – workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio , and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables on standardized situations.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly be required to sit; use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate computer, reach phone, lift files and boxes. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
asonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- Bachelor’s degree from an accredited college/university in business, planning, GIS technology, health and human services or related fields.
- Minimum ten years’ progressively responsible experience in Compliance Management and/or Quality Assurance; five or more in a senior manager role or equivalent combination of education and experience
- Experience supporting branch sites or regional office locations; ability to guide and manage a team is required.
- Proven leadership ability, industry-specific knowledge gained through experience.
- Demonstrated management ability with team building and staff development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.
- Strong conflict resolution skills and techniques.
KNOWLEDGE
- Theories, principles, practices of passenger transportation planning in ADA compliance
- Applicable local, state, and federal laws, rules, and regulations; governing regional center transportation policy
- Applicable California Vehicle Code, California Code of regulations, and Title 17
- R&D transit operations, scheduling parameters, policies and procedures
- Passenger transit system safety culture, operations, and scheduling
- Organization and processes of local, regional, and state government, including legislative regulations
- Financial, analytical, statistical, and mathematical methods and procedures
ABILITIES
- Excellent problem solving and critical thinking skills
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, an ability to interpret bar graphs
- Understand, interpret and apply laws, rules, and regulations, policies, procedures, contracts, budgets, and labor agreements
- Analyze situations, identify problems, recommend solutions, and evaluate outcome
- Ability to communicate effectively orally and in writing
- Interact professionally with various levels of employees and outside representatives
- Professionally represent R&D before our customers
- Think and act independently
- Conduct comprehensive studies and analyses
- Establish and implement relevant policies and procedures
- Experience working with Geographic Information Systems (GIS) routing and planning technologies is preferable.
- Computer proficiency in Windows 10/11 and Microsoft Office Applicants
- Working knowledge of payroll processing, use of Paychex (or equivalent) platform preferred
PHYSICAL DEMANDS
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. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel mostly in the use of a computer keyboard and mouse; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and color vision for use of the computer and the color differentiations in the computer routing programs.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
continuously evaluate the productivity, efficiency, and effectiveness of the unit
- Provide technical support and policy guidance to interface vendor contracts, with R&D’s computerized routing and planning systems, in order to produce accurate billing reports
- Nurture and maintain open communication between staff interdepartmentally for the purpose of keeping all informed of items pertinent to them, their region, and/or the company
- Monitor quality compliance and organize work to reflect performance standards
- Set performance goals and project deadlines that align with company’s goals and objectives
- Delegate work, track progress and provide constructive feedback throughout projects
- Ensure that team members perform all essential duties consistent with the job description
- Address problems with work quality, issues between employees and other concerns in an effective, timely manner
- Ensure employees adhere to legal regulations, company policies, and customer service requirements
- Conduct performance reviews, motivate team members and create strategies to boost productivity
- Develop and recommend unit guidelines, strategies, and policies
- Audit process for customer billing submissions to ensure accuracy, accountability and adherence with timelines
- Produce quarterly dashboard reporting by region for respective customers
- Audit electronic attendance with corresponding vendor billing submissions in adherence with DDS regulations and State E-billing requirements
- Monitor compliance with vendor contract not to exceed fiscal amounts; Coordinate with Contracts Analyst for amendments as revisions are needed
- Evaluate billing reports produced by R&D billing module [INSCRIBE] to ensure alignment between vendor billing submissions with scheduled service
- Integration of INSCRIBE reports to vendor billing reconciliation process
- Ensure that all vendor billing invoices are processed within established timelines, to verify that electronic fund transfers satisfy contractual service expectations
- Monitor collaboration and exchange team members to resolve billing discrepancies for vendor submissions that exceed the maximum allowable scheduled service units
Reporting/Service Impact Analyses/Special Projects
- Analyze cost of proposed additions/changes to existing transportation systems
- Review accuracy of billing reports (include routing and ridership figures) that are the product of the work generated by the Schedulers
- Analyze statistical information for accuracy and compliance to numerous vendor contracts and distinct project budgets
- Conduct complex planning, implementation, funding, and analytical projects
- Apply, develop, and evaluate analytical, quantitative, and statistical tools and their results
- Develop and monitor projections, impacts and budgets for regional center and school district transportation systems
- Evaluate costs, benefits, and risks of alternate vendor selections
- Complex optimization planning, implementation, funding, and analytical projects
- Develop and monitor projections, impacts and budgets for regional center and school district transportation systems
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein 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/or EXPERIENCE
Bachelor’s degree (B.A.) from an accredited four-year college or university with emphasis is business management, accounting, Geographic Information Systems (GIS) technology; or minimum ten years’ progressively responsible experience in passenger operations, transportation planning, or related field; or equivalent combination of education and experience. Demonstrated management ability with staff supervision and development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.
KNOWLEDGE
- Theories, principles, practices of passenger transportation planning in the area of ADA
- Applicable local, state, and federal laws, rules, and regulations; governing transportation policy
- Passenger transit system safety culture, operations, and scheduling
- Organization and processes of local, regional, and state government, including legislative regulations
- Financial, analytical, statistical, and mathematical methods and procedures
ABILITIES
- Excellent problem solving and critical thinking skills
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, an ability to interpret bar graphs
- Ability to communicate effectively orally and in writing
- Interact professionally with various levels of employees and outside representatives
- Professionally represent R&D before our customers
- Think and act independently
- Conduct comprehensive studies and analyses
- Establish and implement relevant policies and procedures
- Experience with Versatrans routing and planning system preferable. However, experience with other computerized routing and planning programs will be considered
- Computer proficiency in Windows 7 and Microsoft Office
PHYSICAL DEMANDS
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. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel mostly in the use of a computer keyboard and mouse; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and color vision for use of the computer and the color differentiations in the computer routing programs.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
t documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co – workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio , and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables on standardized situations.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly be required to sit; use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate computer, reach phone, lift files and boxes. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Apply here
To apply for this job please visit RandDTransportationInc.appone.com.