Administrator, Lift Service Quality Print (https://www.governmentjobs.com/careers/trimet/jobs/newprint/4785123) Apply  Administrator, Lift Service Quality Salary See Position Description Location 710 NE Holladay Street, OR Job Type Non-Union Regular Full-Time Job Number 25-00008 Department Transportation (Non Union) Division ATP Opening Date 01/10/2025 Closing Date 2/4/2025 5:00 PM Pacific + Description + Benefits Description Come work with one of the most innovative paratransit systems in the country! TriMet LIFT is seeking a Service Quality Administrator to lead our efforts in policy and process development, customer service programs, and contract administration with our many partners. This position will have a direct role in improving service for TriMet’s paratransit riders and working to resolve accessibility barriers in transportation in the Portland metropolitan area. You will be working with a dedicated team who love what they do and are passionate about accessibility! This role requires being onsite four (4) days per week. Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required. Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings. Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top “Transportation and Logistics” employer in the state. Essential Functions + Support, coordinate, monitor, and update the LIFT customer service program, processes and policies to assure compliance with TriMet standards, appropriate resolution of issues, and effective use of information to improve service performance. + Administer processes to address customer non-compliance with LIFT service guidelines and policies. Coordinate customer communications and administer sanctions as required. Provide administrative review for pending LIFT service suspensions and making determinations. Coordinate customer requests for appeal. + Provide guidance and act as a resource for LIFT contracted staff in addressing day-to-day customer issues, such as behavior problems, serious complaints, and non-compliance with TriMet policies. Develop customer communications in response to serious complaints, or customer issues. Review and oversee LIFT Customer Service staff development of routine customer correspondence. + Coordinate, perform, and review site accessibility evaluations, supporting and monitoring LIFT Service Supervisors. Work with TriMet staff and external agencies such as City, County, location staff, as required. Make recommendations consistent with LIFT standards. Implement decisions and communicate with all involved parties. + Administers monthly disbursement report of State Social Services Contract; coordinates customer registration, reconciles monthly rosters, and prepares and processes TriMet match payments in accordance with contract provisions. + Coordinate investigation, resolution and customer responses for Immediate and Priority complaints, as well as any complaints escalated to the General Manager's Office, or other TriMet staff. Liaise with external agencies such as County Protective Services, Aging Services and law enforcement personnel in investigations and resolution of issues. Position Requirements A minimum of a Bachelor's Degree is required with a Bachelor's Degree in Business or Public Administration being preferred. Two (2) years of total credited experience.* Two (2) years of experience in customer service, office management and/or administrative experience in social service, community relations and communication with internal and external customers are required. Possession of current/valid Class "C" license issued by Oregon or Washington; ability to pass a driving record check meeting TriMet driving record standards. Or any equivalent combination of experience and training.* The amount of credit a candidate receives for prior years of experience is based on the relevancy of that experience to the required or preferred prerequisites of the job description. Experience is prorated based on hours worked. LRHR assigns and validates the "credited experience". Selection Criteria Type of Position / Grade / FLSA Grade 12, Non-Exempt, Non-Union, Full-Time. Salary Range Minimum: $33.80/hr Maximum: $50.70/hr Salary offers will be determined by a candidate’s education, training and relevant experience. Any final offer of employment will fall within the range stated above. For transparency, we choose to list the full available grade range, however, TriMet’s salary administration process will ultimately determine the final salary offered. Selection Process Candidates will be selected based at a minimum on the result of: 1. Application Review (please include: Cover Letter and Resume) 2. Panel Interviews 3. Reference Check Supplemental Information Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each. Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered. If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission. If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation. TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities. ADA Statement As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work. If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation .