Customer Feedback Investigator (Case Manager)

The 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. The role assists in the investigation of customer feedback and complaints by gathering relevant information, reviewing evidence, and preparing initial case documentation. This includes pulling and analyzing data such as service records, schedules, and other operational evidence to support case reviews and resolutions. The position engages with employees to gather statements and information needed for case investigations, ensuring accurate and thorough documentation.

The position handles operations‑related Americans with Disabilities Act (ADA) cases, ensuring compliance with federal regulations and organizational policies. It tracks and manages the status of assigned cases, ensuring efficient processing in line with procedures and work instructions. The role works closely on union matters to resolve issues and promote a positive work environment for all employees. It establishes and maintains strong relationships with service units and other departments to fulfill requests, support special projects, and resolve issues.

Commitment to safety guides all aspects of work through consistent and professional behaviors in the performance of the essential duties.

MINIMUM QUALIFICATIONS
Education/Training:

High school diploma or equivalent required. An associate’s 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 and 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.

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.

ABILITIES

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 escape complex investigations to the Assistant Manager as needed.

Follow established systems, processes, procedures, and work instructions to ensure compliance with operational and regulatory standards.

BENEFITS

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.

On‑site Health and Wellness Clinics for medical care at no cost to employees, spouses, and dependents.

22 days of accrued paid time off (13 vacation days and 9 sick days), which increases with tenure.

10 paid holidays and two floating holidays per year.

Retirement options – Pension Plan with 5‑year vesting schedule and 457 Contribution Plan, available for immediate contributions and company matching.

Generous tuition reimbursement for higher education, available for any bachelor, master, or PhD degree. Course of study must be approved prior to enrollment.

Training, development, and career advancement opportunities.

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.

If interested, please apply before: April 2nd 2026 by 11:59 PM

UTA is proudly an Equal Opportunity Employer. Everyone is welcome and included here.
We believe a diverse and inclusive team leads to greater creativity, opportunity and problem solving. We all benefit from having different perspectives for our team, about our communities, and how we can operate better.

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