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

Talks with participants, family and/or care providers, Regional Center personnel , and transportation vendors by phone ( high volume inbound and outbound calls ) to:

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

WORK ENVIRONMENT

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

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

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