This position is responsible for assisting with the implementation and promotion of employee commute programs, including parking, shuttles, rideshare, transit, carpool, bike, and walk options.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide onsite customer support by working in-office 3 or more days per week, with optional work from home days the remainder of the week.

• Provide timely and friendly customer service to client employees seeking information about commute options.
• Become a Subject Matter Expert (SME) on commute modes available to employees.
• Create and maintain program documentation including policy documents, email templates, logs, and service records
• Coordinate with on-site facilitators and internal stakeholders to deliver the high standards of the employee commute experience
• Utilizes a ticket management system to document and track customer support requests, ensure inquiries and issues are handled in a professional and timely manner.
• Partner with shuttle vendor teams to solve real-time shuttle challenges and ensure a cohesive experience for shuttle riders.
• Use Microsoft Excel and other tools to track critical shuttle program data, and make recommendations based on that data.
• Coordinates van pool groups schedules and documents.
• Utilizes the digital platform to manage employee parking assignments, waitlists, and permit requests
• Identify program and process optimizations and provide recommendations to improve efficiency, productivity and performance
• Works with local garage management and reception teams to process and distribute physical garage access devices for new and closed assignments on weekly and monthly cadences
• Utilizes a ticket management system to document and track customer support requests, ensure inquiries and issues are handled in a professional and timely manner.
• Conducts customer facing virtual events and presentations specialized in outreach to client employees
• Engages with client employees via online showcase to present benefit information and conduct Q&A
• Collaborates with on-site teams within the commute program to engage with the client employees and promote the program
• Utilizes the shuttle digital platform to manage shuttle services and routes, track shuttles, and communicate with customers regarding shuttle operations
• Identify program and process optimizations and provide recommendations to improve efficiency, productivity and performance.
• Track program KPIs and projects using various tools such as Smart Sheet and Excel; provide reports on commuter behavior and program performance using data collected by the digital platform
• Ensure consistent data by auditing internal systems with records from external and internal stakeholder teams
• Assist with onboarding of new team members including interviewing and training
• Develop an understanding of commute management platforms to ensure content integration with client systems and platforms.
• Coordinates distribution of transportation passes, carpool permits, parking passes, bus schedules, and other commute materials.
• May perform other duties as assigned or requested by management

SUPERVISORY RESPONSIBILITIES

• No formal supervisory responsibilities in this position.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

• HS Diploma or GED and 1 - 3 years of customer service experience required, transportation experience or knowledge of transit systems a plus.

COMMUNICATION SKILLS

• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to effectively present information to an internal department and/or large groups of employees.
• Comfortable presenting in front of a large audience though virtual sessions.
• Comfortable meeting and engaging with new people.
• Warm and engaging demeanor.
• Ability to assess circumstances, empathize and offer help.
• Excellent written and verbal communication skills
• Respond to high-visibility escalations in a fast-paced and demanding environment.

FINANCIAL KNOWLEDGE

• Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

REASONING ABILITY

• Ability to understand and carry out general instructions in standard situations.
• Ability to solve problems in standard situations.
• Requires basic analytical skills.

OTHER SKILLS and/or ABILITIES

• Basic skills with Microsoft Office Suite products such as Word, Excel, Outlook, etc.
• Ability to respond to a high volume of emails while simultaneously handling other projects; adjusts priorities as needed based on incoming requests
• Ability to present information in an interesting format that engages the audience
• Ability to work independently
• Ability to read and interpret road maps. May need to use GPS or other directional device. Ability to work hand‐held mobile technologies and applications
• Excellent organizational and time management skills
• Team player willing to help others with questions and tasks
• Must work well under pressure with multiple deadlines, and demonstrate a proactive approach to routine and non-routine occurrences.
• Ability to work flexible work schedules based on business need.
• May need to be physically able to lift and move 30-40 boxes and operate a two-wheel dolly.
• Strong problem-solving skills. Highly adaptable and flexible.