Job Description

EDUCATION and/or EXPERIENCE

Bachelors Degree in Business Administration or a related field and four years of job experience working with elderly and disabled programs. Must have excellent customer service skills. Must possess good written and verbal communication skills. Must have strong computer hardware and software skills, with the ability to identify and resolve database maintenance issues. Must have knowledge of ADA requirements and federally mandated requirements for reduced fare programs. Must understand how federally mandated policies, procedures, and guidelines affect program funding and standard requirements. Must be aware of ADA Paratransit Services operations, including certification and training orientation for new applicants. In lieu of a degree, directly related job experience may be substituted on a year-for-year basis.

INTERVIEW SELECTION PROCESS:

The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job-related areas.These may include exercises such as practical demonstrations, written communications, oral interview and/or competency assessments.

Responsible for the overall administration, certification, and issuance of Reduced Fare Breeze cards and Mobility Breeze cards to eligible MARTA customers and to those of Regional Partners. Coordinates the reconciliation of Reduced Fare and Mobility Breeze cards received and issued in preparation for audits; processes fees collected for the replacement of cards; and serves as the primary contact for the Reduced Fare Program during FTA triennial review and site visits. Oversees the input, integrity, and maintenance of customer information in databases. Ensures databases are properly integrated and that backup and recovery measures exist. Utilizes the INIT Customer Relationship Management (CRM) and Point-of-Sale (POS) systems to deactivate lost, stolen or damaged Mobility and Reduced Fare Breeze cards. Administers the community outreach program by processing Reduced Fare and Mobility cards at remote sites and conducting presentations and on-site demonstrations of Breeze card equipment and functionality. Also, responsible for the Authority's Lost and Found Program, which acts as a central point of contact for items lost and recovered on the MARTA transit system. Develops, implements, and maintains guidelines and procedures for the Reduced Fare and Mobility Programs and for the receipt and disposition of items lost and recovered.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Supervises the administration and issuance of Reduced Fare Breeze cards to eligible customers either 65 or older, permanently or temporarily disabled, or Medicare Card holders. Oversees the administration and issuance of Mobility Breeze cards to ADA approved customers.

2. Coordinates certification and card issuance for Reduced Fare card holders and Paratransit card holders.

3. Coordinates the reconciliation of Reduced Fare and Mobility Breeze cards received and issued in preparation for audits. Processes fees collected for the replacement of cards. Serves as the primary contact for the Reduced Fare Program during FTA triennial review and site visits, providing confirmation of Medicare requirements within all sources of internal and public information. Serves as the point-of-contact to MARTA's Office of Corporate Compliance and Engagement, providing feedback to MARTA Accessibility Committee (MAC) members regarding elderly and disabled issues related to the Reduced Fare program.

4. Oversees the input, integrity, and maintenance of customer information in databases. Ensures databases are integrated with other databases and that backup and recovery measures exist. Utilizes the INIT CRM and POS systems software applications to deactivate lost, stolen or damaged Mobility and Reduced Fare Breeze cards to prevent unauthorized use of cards. Recommends actions to management to resolve recurring card issuance problems and to improve customer satisfaction and employee productivity.

5. Administers the community outreach program by processing Reduced Fare and Mobility cards at remote sites and conducting presentations and on-site demonstrations of Breeze card equipment and functionality.

6. Supervises the Authority's Lost and Found Program, which acts as a central point of contact for items lost and recovered on MARTA’s transit system. Maintains an electronic database that tracks the receipt and disposition of items lost and recovered.

7. Develops, implements, and maintains guidelines and procedures for the Reduced Fare and Mobility Programs and for the receipt and disposition of items lost and recovered.

8. Performs other duties as assigned, including Transit Ambassador assignments.

SUPERVISORY RESPONSIBILITIES

Full-time Reduced Fare Representatives, Senior Reduced Fare Representatives, and Lost and Found Coordinators. Interviews, selects, trains, and coaches staff. Plans, monitors and evaluates employee performance.

SPECIAL REQUIREMENTS Must satisfactorily pass a customer service proficiency assessment to be qualified for an initial interview. Must be able to work weekends and evening hours as required.

AMERICANS WITH DISABILITIES ACT
If you are a qualified individual with a disability, you have a right to request that MARTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions.

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Salary Grade: 16

Classification: Non-represented

Number of Openings: 1

Salary Range: $51,516-$77,274