Mobility Planning Rep. - Customer Service
Position is Full Time with GREAT benefit package! ***Position Schedule: Mon-Fri 10:30AM - 7:00 PM. ***Position Location: 415 Zarfoss Drive, York, PA 17404. ***Paid Weekly! The Mobility Planning Representative is responsible for fostering a mobility-planning atmosphere that finds solutions for clients to overcome barriers to transportation and contributes to CPTA's revenue stream by processing records and reports relating to system operations such as determination letters, no shows, mileage reimbursements, and Fixed Route reimbursements. The representative must also ensure that customers are aware of varied accessible transportation options, analyze the customer's transportation needs, utilize the most appropriate and cost-effective form of transportation services, and minimize the use of Paratransit. This position is responsible for developing and compiling statistical reports, data entry, and working within deadlines. The representative is responsible for providing staff support in coaching and education for the specialized customer needs. Mobility Planning Representatives must be able to travel to other divisions as necessary to meet with stakeholders. SOME of the ESSENTIAL DUTIES AND RESPONSIBILITIES: Achieves the Authority's mission by fostering and promoting a positive mobility-planning atmosphere for our special needs clients. Establishes and maintains customer and community relationships. Meets all legal requirements by ensuring compliance with provisions of the Medical Assistance Transportation Program (MATP) instructions and regulations and other designated agencies. Maintains (accurate, timely, and according to regulations) mobility processes by completing customer re-verifications, sending determination letters, processing and documenting no shows, mileage reimbursement and fixed route reimbursements, analyzing no shows and other monthly/periodic reports. Collaborates with accounting to edit accounts to ensure correct revenue stream. Serves as a primary contact for complex questions and concerns of special needs clients by initiating good customer service skills to acknowledge and respond to external and internal customers by telephone, fax, e-mail, letter, or face-to-face interactions with knowledgeable and resourceful solutions for mobility planning that take into account the clients transportation needs, eligibility for various programs, and current situation. May assist in conducting outreach events within the community, delivering presentations to groups, facilitating and attending small group meetings or information sessions for community advocacy, and completing special projects relating to mobility and mobility planning as assigned by the direct supervisor. Supports staff by taking and confirming telephone reservations, scheduling Paratransit for single or standing order individual trips and group trips. Reviews and corrects standing order schedules and run schedules for maximum efficiency. Achieves positive customer experience by looking for solutions for clients to overcome barriers to transportation. Completes record keeping and documentation by documenting procedures and decisions; maintaining required documentation; imputing and maintaining computer applications, and forms. Compiles or assists Mobility Supervisor in preparing statistical reports and other information as required. Some of the Essential knowledge, skills, abilities and experience: HS degree or equivalent required plus two years experience in mobility, customer service, or human service field. Ability to understand public transit systems operations and service area. Must maintain a dependable attendance record and work extra hours as necessary to meet deadlines. Experience in using personal computers, applications, with proficiency in Excel and data entry. Good working knowledge of English, grammar, punctuation, spelling, style, etc. with the ability to read and write reports, memos and develop presentations. Ability to be detail oriented, organized, accurate, and able to prioritize work tasks. Ability to maintain confidentiality. Ability to be self-motivated and results oriented to accomplish objectives. Possess a valid driver's license from state of residence preferred. Ability to drive rabbittransit car to Pennsylvania counties we service. PHYSICAL DEMANDS AND WORK ENVIRONMENT: 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. Demonstrated auditory and visual acuity and ability to read and speak on the telephone Ability to sit for prolonged periods of time For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. The Authority is an equal employment opportunity employer.
