Operations Support Specialist

This position is Monday-Friday varied shifts with occasional weekends.

Starting Hourly wage $24.30

This position will remain open until filled with preference given to applications received by 4:30 p.m. on April 29.  Interviews will be scheduled for May 1-3, 2024.

Submit resume and cover letter.  Incomplete applications will not be accepted for consideration.

Must have, or be able to obtain within 90 days of employment, a valid Class B Minnesota Commercial Driver License, with passenger endorsement and no airbrakes restrictions and current DOT medical certification.

Primary Objective of Position

The Operations Support Specialist is responsible for providing support to the Operations departments of St. Cloud Metropolitan Transit Commission. Responsibilities include but are not limited to, manage the Uniform Program; review, investigate, and respond to internal and external customer issues and complaints; and general support of Operations projects as assigned.

Essential Functions of the Position

Essential duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them if the work is similar, related or logical to the position.

1. Under the direction of the Chief Operations Officer, and in conjunction with Human Resources: manages the uniform program for the Operations department including operators, dispatchers, street supervisors and maintenance employees
   1. Orders uniforms for new employees
   2. Orders replacement uniforms for employees
   3. Tracks and maintains information regarding all leased uniforms
   4. Processes monthly payments for the uniform program
   5. Assists with managing the inventory in the employee store and processing employee orders

2. Respond to external and internal customer service issues and investigate customer service complaints.
   1. Assist with internal follow-up of customer service complaints, resolution of customer service issues, and advising customers regarding Metro Bus Code of Conduct, policies, procedures, rules and regulations
   2. Manages internal and external complaints and ride errors including, but not limited to,
      1. Contact the customer when a complaint is received and after the investigation is complete to relay the findings in accordance with data privacy practices
      2. Conduct an internal investigation into the complaint to determine whether the complaint is substantiated or unsubstantiated
         1. Schedule downloads of video and/or audio as appropriate
         2. Document all information received and/or collected regarding the complaint, investigation and findings
         3. Communicate the outcome of investigation to appropriate staff internally
   3. Manages external fare system issues and issues received via the Metro Bus website by conducting an investigation, making a determination, communicating the outcome with the customer and closing out the complaint.
3. Assists with the administration and management of the Employee Incentive Program

4. Organizes and schedules NTD surveys in coordination with other necessary Metro Bus departments

5. Leads or participate in special initiatives within the Operations Department

6. Represents the Operations Department on the Metro Bus Safety Committee

7. Communicates courteously and professionally and maintains respectful working relationships with coworkers and customers in carrying out job functions

8. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices
   1. Knows and follows safety rules and guidelines as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss
   2. Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work
   3. When potentially unsafe conditions are observed, makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner

9. Performs other duties and activities as assigned

Minimum Qualifications

The job requires a two (2) year degree in administrative support, business, or related field and two (2) years of operations or business/office management experience or an equivalent combination of education and experience. A valid driver’s license or evidence of equivalent mobility is also required.

Knowledge, skills and abilities required include:

• Ability to analyze and interpret data based on actual performance and practice
• Ability to deal tactfully and courteously with co-workers and the general public
• Ability to plan, organize and guide the activities of others
• Ability to communicate information and respond to questions from a wide variety of audiences including all levels of employees and management
• Extensive attention to detail
• Technology and/or equipment skill including strong computers skills with expertise in all Microsoft Office programs
• Verbal and written communication skills sufficient to effectively read technical documents and effectively communicate with team members. Bilingual a plus
• Interpersonal skills sufficient to exchange and or convey information, receive work direction, and maintain effective working relationships with all levels of employees, committees and groups; and to diffuse situations/conversations that have escalated beyond normal limits

Desirable Qualifications

• Knowledge of local service area, Metro Bus transit system, routes and fares, transportation operations, policies, procedures, rules and regulations.

Physical Demands and Working Environment

1. This position is alternately in an office environment requiring alternating periods of sitting, standing and walking
2. Minimal exposure to temperature extremes, noise, physical and/or chemical hazards
3. Utilizes computers, phone and other office equipment on a regular basis
4. May require limited travel outside of the office. Will utilize a Metro Bus or personal vehicle for travel

This position description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the organization and requirements of the job change.

Metro Bus is an Equal Opportunity Employer in compliance with the Americans with Disabilities Act. It will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.