Discounted Fares Pilot Customer Service Coordinator (Temporary Position)
Are you good at communicating with customers, managing data, and problem solving? Eager to help people who are receiving human services? Come work with Allegheny County!
We are seeking a Customer Service Coordinator who will be responsible for handling inquiries from participants in the Discounted Fares Pilot (henceforth “the Pilot”), a one-year experimental program that is providing discounted public transportation passes to a group of County residents. In addition to customer service, this person will be part of a team that manages the operational logistics of the Pilot, including deactivating farecards and maintaining up-to-date participant contact information.
The Customer Service Coordinator will report to the Deputy Director for Analytics, Technology, and Planning and will work in the Allegheny County Department of Human Services (DHS) office at 1 Smithfield Street, Pittsburgh, PA 15222.
The hours are Monday through Friday, 10 am to 3 pm, for a total of 25 hours per week. The job lasts for 5 months, but could potentially last longer depending on project needs.
Key responsibilities will include:
- Responding to emails from Pilot participants in a timely and courteous manner
- Speaking to Pilot participants on the phone and in person to answer questions about the program
- Deactivating farecards and providing replacement cards to participants upon request
- Updating Pilot participant contact information across multiple databases
- Supporting the administration of a research survey that is based on the Pilot
- Meeting with Pilot program staff on a regular basis to discuss operational needs or concerns
Knowledge, Skills, and Abilities
- Very strong organizational skills and attention to detail
- Ability to write customer service emails and conduct professional phone conversations
- Willingness to stick with a task, even when it’s tough
- Ability to follow a process and identify areas for improving the process
- Ability to maintain confidentiality
- Ability to learn new procedures quickly
- Ability to use Microsoft Office
- Care about making a difference
Education/Experience Requirements:
- Experience with front-line operations and working directly with customers in a business or human services setting
- High school diploma or equivalent
If hired, candidates would work for the Allegheny County Department of Human Services and be employed by Great Lakes Behavioral Research Institute.
About Allegheny County Department of Human Services (DHS)
In Allegheny County, we appreciate people who think big, act boldly, and care about making a difference. You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it is small enough for motivated people to get things done. Allegheny County’s Department of Human Services (DHS) is a perfect place to get things done that directly affect people in need in a positive and lasting way. We help children grow up safer and healthier, older adults remain able to live independently, and neighborhoods to thrive. Our mission is to improve the health and well-being of people in Allegheny County.
DHS is the largest agency in Allegheny County government, with a budget of nearly $1 billion. DHS serves over 200,000 people a year through services that include: Protecting children and youth from abuse and neglect and preventing future occurrences of maltreatment; improving child wellness through family support, home visiting, early intervention and in-home services; providing treatment for behavioral health issues such as substance use disorders and mental illness; managing the care of adults with intellectual disabilities; preventing unnecessary nursing home stays; and services that prevent homelessness and provide shelter and housing for families and individuals.