Transit Specialist (Intermediate)

Significance is a woman-owned consulting firm serving the federal government.  We are known for building trusted relationships within our teams and with our clients and hiring the highest-level experts who implement innovative solutions. We also like to have fun!  Our focus on culture has contributed to Significance being named a Washington Business Journal Best Place to Work each of the last seven years.

Responsibilities:

•    Provide regular two-way communication between the account support and account management elements, offering relevant insights into customer concerns and issues
•    Proactively support Account Management team as necessary
•    Ensure customer issues are dealt in an efficient manner and comply with Service Level Agreements (SLAs)
•    Ensure all processes and procedures are completed and quality standards are met
•    Demonstrate consistently sound judgment and creative thinking
•    As directed, conduct reviews on accounts on regular basis to evaluate customers’ demands and usage of account
•    Receive and answer concerns from customers or users in relation to the customer questions
•    Represent knowledgeable, efficient, and professional image to customers, vendors, leadership and handle business in a respectful and professional demeanor
•    Develop and maintain a deep understanding of all systems, policies and processes associated with customer business
•    Investigate, track and resolve customer concerns; identify trends and recommend solutions
•    Support the overall customer satisfaction of customer accounts. 

 

Required Qualifications:

•    2-3 years of experience taking detailed notes of meetings and publishing meeting minutes
•    Highly proficient in MS Project (identifying and documenting tasks, start and end dates, task dependencies)
•    Must have excellent writing skills and be able to simplify complex scenarios
•    Experience with transportation or transit subsidy programs in the federal government highly desired
•    Experience using Salesforce and SharePoint highly desired
•    Excellent interpersonal communication skills
•    Excellent data collection, analytic and report writing skills
•    Exceptional listening and strategic questioning skills
•    Must possess the ability to effectively interface with a variety of people with tact and diplomacy and work well under stressful situations
•    Must possess superior writing skills with ability to write, edit and manage correspondence at executive levels
•    Professional appearance required