Specialist for Operations (Service Delivery)

Job Description

Utah Transit AuthorityJOB SUMMARYThe position supports the Assistant Manager and Manager Operations (Service Delivery) and performs a variety of duties focused on investigating and resolving customer feedback related to transit operations and service delivery. This position assists in the investigation of customer feedback and complaints by gathering relevant information, reviewing evidence, and preparing initial case documentation. For example, this position pulls and analyzes data, including service records, schedules, and other operational evidence, to support case reviews and resolutions. This position engages with employees to gather statements and information needed for case investigations, ensuring accurate and thorough documentation. This position handles operations-related Americans with Disabilities Act (ADA) cases, ensuring compliance with federal regulations and organizational policies. This position tracks and manages the status of assigned cases, ensuring they are processed efficiently and in line with procedures and work instructions. This position works closely on union matters to resolve issues and to promote a positive work environment for all employees. This position is required to establish and maintain a strong relationship with service units and other departments to fulfill requests, support special projects, and resolve issues. This position is required to demonstrate a commitment to safety that guides all aspects of work through consistent and professional behaviors in performance of the essential duties. MINIMUM QUALIFICATIONSEDUCATION/TRAINING: High school diploma or equivalent required. An associates degree in public administration, transportation, statistics, or a closely related field is preferred.EXPERIENCE: Two years of experience in transit operations, maintenance, scheduling, or a related support function. Experience in investigating customer feedback related to transit operations and service delivery is preferred.Knowledge/Skills: Basic understanding of transit operations and service delivery.Familiarity with technology tools used in transit operations, including Computer-Aided Dispatch / Automatic Vehicle Location systems, Customer Relationship Management software, and CCTV.Fundamentals of investigation practices, including evidence gathering, data analysis, and basic interviewing techniques.General knowledge of relevant regulations, such as ADA and FTA standards.Support operations and investigations under the direction of a supervisor.Effective prioritization of tasks.Manage assigned investigations.Proficient use of Customer Relationship Management software and other technology tools in daily tasks.Strong communication skills for interfacing with employees, customers, and stakeholders.Competence in reviewing evidence, such as video and data, and supporting report generation.Manage multiple tasks simultaneously, track case progress, and meet deadlines.Coordination and teamwork skills.Basic problem-solving skills to address operational issues and customer concerns.Abilities: (UTA Competencies)Assist with investigations by gathering evidence, conducting initial interviews, and analyzing basic data to support the resolution of customer feedback and operational issues.Handle routine cases and escalate complex investigations to the Assistant Manager as needed.Follow established systems, processes, procedures, and work instructions to ensure compliance with operational and regulatory standards.Support compliance with ADA, FTA, and other relevant regulations in all assigned work, including investigations and service interactionsThis job requires regular and predictable attendance. – OR -An equivalent combination of relevant education and experience.[UTA reserves the right to determine the equivalencies of education and experience.]UTAs benefits package for full-time administrative employees includes: Health, dental, vision, life/AD&D, short-term and long-term disability insurance (eligible after 30 days of employment), with Flexible Spending and Dependent Care accounts. Onsite Health and Wellness Clinics for medical care at no cost to employees, spouses, and dependent 22 days of accrued paid time off (13 vacation days and 9 sick days), which increases with tenure at 10 paid holidays and two paid (2) floating holidays per Retirement options – Pension Plan with 5-year vesting schedule and 457 Contribution Plan, available for immediate contributions and company Generous tuition reimbursement for higher education, available for any higher education degree (bachelor, master, or PHD). Course of study must be approved prior to enrollment. Training, development, and career advancement Paid parental leave for birth, adoption, and child placement (after 12 months of employment). Free transit passes for employee, spouse, and dependent Employee assistance program includes counseling, legal services, financial planning, UTA Well a comprehensive wellness program designed to support employees and dependents in their health and wellness Free on-site fitness facilities and discounted membership to VASA For more information on UTAs Total Rewards benefits package, please visit: https://jobs.jobvite.com/rideuta/benefitsPay Rate: $21.875 per hourIf interested, please apply before: February 6th, 2025 by 5:59 PMUtah Transit Authority is an Equal Opportunity Employer of all persons regardless of race, color, religion, sex, national origin, age, disability, covered veterans, sexual orientation, and gender identity. Women, minorities, and people with disabilities are encouraged to apply. Applicants needing an accommodation under the Americans with Disabilities Act for any part of the application process should contact UTA Human Resources at 801-287-2324. A minimum of two workdays notice prior to the need for the accommodation is required.Utah Transit Authority is a drug-free workplace, subject to federal drug and alcohol testing regulations under 49 CFR Part40,655, and219. All offers for employment are contingent upon a successful pre-employment drug test. If a pre-employment test returns a non-negative result, an application for employment may be rejected. All employees are subject to reasonable suspicion and post-accident testing for drug and alcohol use. All safety sensitive employees are subject to random testing for drug and alcohol use.PM21PIb950b64eb3c0-25660-36586271