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. 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.

JOB SUMMARY
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. 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 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/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 elevate complex investigations to the Assistant Manager as needed.

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

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/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 elevate 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 interactions

This 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.]

UTA’s 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

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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