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Customer Quality Assurance and Outreach Coordinator
| Company | Transdev |
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| Location | Dallas, TX, USA |
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| Salary | $58000 – $68000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- A bachelor’s degree in a relevant field (medical, social service, or transportation sciences) is preferred but not required.
- Alternatively, two years of experience in a disability-related work environment, along with two years of demonstrated leadership experience—preferably related to ADA eligibility—may substitute for the educational requirement.
- Minimum 2 years of Customer Satisfaction/Quality experience.
- Strong leadership and organizational skills with the ability to work independently and drive results.
- Excellent verbal and written communication skills, with the ability to engage effectively with diverse audiences.
- High level of problem-solving and critical-thinking skills to address service concerns proactively.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to learn other relevant software as needed.
- Knowledge of ADA Paratransit regulations, social services, and governmental affairs is highly desirable.
Responsibilities
- Oversee customer-related issues and concerns, including those involving subcontractors, ensuring compliance with DART policies and standardized service across all service levels.
- Ensure prompt and effective handling of customer complaints and inquiries via phone, email, and data entry.
- Conduct audits of contractor operations, including driver training, vehicle maintenance, and adherence to DART policies.
- Lead outreach initiatives, engaging with social service agencies, passengers, and community stakeholders to promote service quality and accessibility.
- Research and respond to customer complaints, working closely with the local management team to resolve service concerns efficiently and strategically.
- Represent the organization in various public forums, delivering presentations tailored to diverse audiences.
- Ensure compliance with ADA Paratransit regulations and other relevant federal, state, and local laws.
- Attend advisory committee meetings, subcommittee meetings, public meetings, and service provider training sessions as needed.
- Conduct oral and written presentations on behalf of the organization.
- Perform other related duties as assigned.
Preferred Qualifications
- College course work in a related field preferred.
