<p>Please complete the application in its entirety. Include all previous employment so that it may be taken into consideration. Please include a resume attachment with submittal of your application. Resume should document months and years with your dates of employment. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received before the closing date and time listed.</p> <p>At Regional Transportation District (RTD), We make lives better through connections!</p> <p>When you join RTD, you will be among dedicated employees exhibiting RTD's values of passion, respect, diversity, trustworthiness, collaboration, and ownership. RTD is committed to an inclusive and diverse workplace. As part of our diversity value statement, we encourage our employees to honor diversity in thought, people, and experience. Come join RTD on this great journey to be the trusted leader in mobility, delivering excellence and value to our customers and community.</p> <p>RTD Employee Benefits: https://www.rtd-denver.com/careers/benefits</p> <p>(RTD Represented Employee Benefits: Please refer to the Labor Agreement included in the above link for details.)</p> <p>This position serves as a liaison to the public, private contractors, and internal customers regarding a variety of customer service and operating issues relating to Para-transit Service, and coordinates customer complaint investigations and responses. Proficient in speaking and reading Spanish is preferred.</p> <p>Duties & Responsibilities:</p> <p>ESSENTIAL:</p> <ul> <li>Receives and responds to requests from the public regarding inquiries, commendations, concerns, suggestions, policies, and general information regarding Access-a-Ride service and inputs information received into the organization's customer service database. </li><li>Researches and investigates customer service issues via driver manifests and dispatch reports and coordinates with contractors, service providers and internal staff to gather information regarding responses. Documents resolutions and/or follow-ups. Communicates complaint resolution to the customer. </li><li>Produces and distributes monthly reports to stakeholders as needed. </li><li>Performs a variety of tasks related to the monitoring and administration of Access-a-Ride's compliance with the Americans with Disabilities Act (ADA), including ADA customer complaints, General Manager's Reports, and disciplinary actions. </li></ul> <p>OTHER:</p> <ul> <li>All job-related duties as assigned. </li></ul> <p>Qualifications:</p> <ul> <li>High School diploma or equivalent </li><li>A minimum of one year of experience in a customer service position dealing with a high volume of complaints and concerns. </li><li>Proficient with Microsoft Office Suite. </li><li>Ability to communicate effectively, orally and in writing, including dealing with a customer base of individuals with disabilities. </li><li>Proficiency in understanding, researching, and analyzing complex route and schedule information and using and interpreting maps and other resource material. </li><li>Ability to use sound judgment and maintain the strictest of confidentiality. </li><li>Ability to manage time and workload effectively which includes planning, organizing and prioritizing. </li></ul> <p>OR:</p> <ul> <li>An equivalent combination of education, experience, knowledge, skills, abilities. </li></ul> <p>WORKING ENVIRONMENT AND PHYSICAL REQUIREMENTS:</p> <p>The work environment and physical demands described here are representative of those required by an employee to perform the essential functions of this job with or without reasonable accommodations.</p> <ul> <li>The work environment is a typical office environment with minimal exposure to excessive noise or adverse environmental issues. </li></ul> <p>We are considering all applications for this position up until the position close date of 12/9/2025. For consideration, please be sure to apply before the posting end date.</p> <p>Pay Range:</p> <p>$54,858.00 - $77,487.75 Annual</p> <p>EEO POLICY AND ADA ACCOMMODATIONS</p> <p>RTD is proud to be an Equal Opportunity Employer, supporting diversity, equity, and inclusion in the workplace. All applicants will be considered for employment regardless to the race, sex, disability status or any other characteristic protected by law and we encourage candidates from all identities, backgrounds, and abilities to apply. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status, or any other protected status in accordance with applicable law. RTD is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, pre-employment testing, participating in the employee selection process, promotions, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require a reasonable accommodation, please reach out to our Employment ADA Coordinator Kris Frazier at adarequests@rtd-denver.com, or the Talent Acquisition team rtd.ta@rtd-denver.com.</p> <p>To learn more or see our EEO policy, please visit our EEO page at: [ https://www.rtd-denver.com/sites/default/files/files/2022-12/EEO%20Policy%20Statement-%20UPDATED.pdf ]</p> <p>RTD posts a compensation range that represents a good faith estimate of what RTD anticipates paying for the position at the time of posting. Starting salary is based on the candidate's relevant and verified education, training and work experience. Applicants should submit all relevant and verifiable education, training and work experiences at the time of application.</p>