Program Representative, Accessible Transit Services
Summary Purpose of Role
Support customers by ensuring smooth program access, maintaining processes, and assisting with outreach efforts. Valley Metro Accessible Transit Services provides a range of transportation options that ensure people with disabilities and eligible seniors can travel safely, independently, and reliably throughout the Phoenix metropolitan area.
Minimum Qualifications & Requirements
- A High School Diploma or GED and two (2) years of experience in: Front-line customer service or case managementProgram administration or eligibility processingData entry and database maintenanceOr an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
- Human Resources reserves the right to call only the most qualified candidates to the selection process
- Licensing/Certification Requirements: A valid Arizona Driver's License with an acceptable driving record upon hire.
Examples Of Duties / Knowledge & Skills
- Provide program information; direct internal or external customers according to request or inquiry; and log feedback.
- Respond to and resolve customer complaints and requests for Reasonable Modifications in accordance with ADA requirements, agency policies, and established procedures; document actions taken and coordinate with internal staff to ensure timely resolution.
- Manage program application process, distribution of results and appeals panel and educate and advise customers on program eligibility, policies and rules.
- Maintain program customer details and verify accurate information across databases.
- Attend events, assist with special projects and assist other employees or contractors.
- May assist with monitoring contractor compliance.
Knowledge Of Required Knowledge & Skills
- Extensive understanding of application and appeals workflow processes
- Fundamental knowledge of program policy interpretation and communication theories
- Essential awareness of database accuracy and update methodologies
- Basic grasp of stakeholder engagement protocols
- Introductory application of feedback logging and resolution procedures
- Familiarity with event support and documentation processes
- Using a computer and related software
Skill In Providing program information and directing customers
- Facilitating application intake, review and appeals
- Educating customers on eligibility and program rules
- Maintaining program database accuracy
- Loading feedback and escalating as needed
- Assisting at events and special projects
- Monitoring contractor compliance as assigned
Communication and interpersonal skills to exchange information and receive work direction
Physical Demands / Work Environment
Work is performed in a typical office setting with routine use of standard office equipment. This role is sedentary requiring the physical exertion of up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time. This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, reaching, twisting, foot controls, time pressure, tedious or exacting work, changing of tasks, multi-tasking, irregular work schedule/overtime and working with others on a team.