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.

Required Skills and Responsibilities

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