Job Description

Job Category: Administration Requisition Number: CUSTO006271 Posted : May 5, 2026 Full‑Time On‑site Locations Showing 1 location Description Hourly Wage Range: $20.00 - $25.75 (commensurate with experience) The Customer Service Specialist is responsible for researching and responding accurately and efficiently to customer service inquiries and feedback from passengers, employees, and other stakeholders. The position will be the liaison between local and corporate scheduling for Paratransit, Non‑Emergency Medical Transportation (NEMT) and Microtransit services to ensure quality service delivery. The position is also responsible for contract compliance, quality assurance and ensuring the overall quality of service. Knowledge and Experience High School Diploma or G.E.D 3 years of customer service experience Public Transit experience preferred Experience with presenting findings to management Key Performance Indicator (KPI) review experience helpful Skills Excellent communication skills (Written & Verbally) Solid investigation and interview skills Good strategic and problem‑solving skills Organized and goal oriented Friendly and professional with good Customer Service etiquette Key Accountabilities Investigate customer concerns and complaints and recommend corrective action when applicable, such as repeated trends and behaviors. Develop and maintain tracking mechanism to monitor repeated operator offences/behaviors. Identify operator trends/patterns and escalation to appropriate management while maintaining confidentiality. Maintain established KPI goals for continuous operational and customer satisfaction improvements and assist with methods of correction necessary to achieve and sustain desired results. Coordinate the schedule for fare collection counting and establish internal controls. Ensure corporate quality control measures of all cash and deposits. Interview operators and passengers to obtain additional information regarding customers’ concerns. Review video from the buses to gather facts about the incident(s) in question. Respond to the Client with details about Customer Service inquiries/comments. Track Customer Service data for KPI review and client reporting. Establish complaint reduction strategies in concert with operating department heads. Serve as location liaison for corporate support of scheduling of operator bids. Other duties as assigned. Physical Demands and Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work is accomplished indoors and in air‑conditioned or well‑ventilated facilities. May perform physical activities that require considerable use of the arms, repetitive hand‑wrist motion, and legs and moving the whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials. Work is accomplished in an office or in a cubicle space equipped with a telephone and computer. The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen. EEO Statement Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA‑HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodation to qualified applicants. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Keolis Commuter Services

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