Complaint Investigator (DDOT Only)

Under general supervision, addresses customer inquiries and complaints received by various medias such as phone calls, in person, website submissions, etc. Conducts investigations of complaints and provides resolutions.

1. Evaluate, investigate, monitor and answer complaints following an established complaint handling process.
2. Ensure accurate documentation of the evaluation and investigation results of the complaint is filed.
3. Collaborate with different divisions within the department to ensure adequate evaluation of the complaints.
4. Coordinate with Customer Service Representatives on completing and/or providing missing information when necessary.
5. Provide assistance in the analysis of the complaints.
6. Collaborates with appropriate groups to ensure that the data gets routed to the appropriate division for proper actions and follow-ups.
7. Identify and drive process improvements related initiatives and transit best practices.
8. Communicate with external customers when processing complaints in order to gather additional information when needed.
9. Prepares responses to customers.
10. Review and summarize investigation findings into a report once the investigation is completed.
11. Manage assignments as directed by the Customer Service Supervisor.

High School Diploma or G.E. D.
 
One year of experience in providing customer service in a large transit system which includes addressing and investigating customer complaints.