MTS Complaints Investigator
Apply NowCompany: Metropolitan Council
Location: Saint Paul, MN 55106
Description:
Salary : $68,078.40 - $110,489.60 Annually
Location : 390 Robert St. N St. Paul, MN
Job Type: Full-Time
Job Number: 2024-00552
Division: Metropolitan Transportation Services
Department: Metro MO Service Center
Opening Date: 04/24/2025
Closing Date: 5/7/2025 11:59 PM Central
WHO WE ARE
This position is eligible for a hybrid (both remote and onsite) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.
We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.
We are committed to supporting a diverse workforce that reflects the communities we serve.
The Metro Mobility program provides transit services for people with disabilities who can't use regular-route transit service. Transit providers are under contract with the Council to provide the service. The Council staffs and manages the Metro Mobility Service Center, which evaluates and certifies applications for Americans with Disabilities Act (ADA) eligibility, provides customer service support, and manages the overall program.
Metropolitan Transportation Services (MTS) provides public transit service through contracts or partnerships with counties to deliver six major programs: Metro Mobility/ADA, Transit Link dial-a-ride, Metro Move, Metro micro, contracted regular-route bus service, and Metro Vanpool. MTS also conducts planning for the regional transportation system that includes highways, transit, aviation, freight, and bicycle and pedestrian connections. The Metropolitan Council is the region's federally designated Metropolitan Planning Organization.
How your work would contribute to our organization and the Twin Cities region:
The MTS Complaints Investigator will serve as the main contact for escalated customer service issues. This position is responsible for investigating and resolving customer service issues by reviewing call recordings, bus video, and GPS data. This position will also review and respond to complaints from providers regarding customers.
What you would do in this job
What education and experience are required for this job (minimum qualifications)
What additional skills and experience would be helpful in this job (desired qualifications):
What you can expect from us:
Additional information
Union/Grade: AFSCME / Grade E
FLSA Status: Non-Exempt
Safety Sensitive: No
What your work environment would be:
You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.
What steps the recruitment process involves:We review your minimum qualifications. We rate your education and experience. We conduct a structured panel interview. We conduct a selection interview.
If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
If you are already an employee of the Metropolitan Council, you must pass a criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.
IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.
The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.
If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.
We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:
01
Applicant Instructions: It is important that your application shows all relevant education and experience you possess. The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step.I have read and understand the above instructions regarding my application and supplemental questions.
02
How did you first hear about this job opening?
03
If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title.Type N/A if not applicable.
04
Do you have a high school diploma or equivalent?
05
How many years of customer service experience do you have?
06
Please describe your experience in customer service. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
07
Do you have four or more years of experience working with individuals with disabilities?
08
Please describe your experience working with individuals with disabilities. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
09
Do you have three or more years of experience working with ADA paratransit transportation systems?
10
Please describe your experience working with ADA paratransit transportation systems. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
11
Please select the areas below with which you have work experience (select all that apply).
12
If you indicated in question #10 that you have experience using the Trapeze software, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
13
If you indicated in question #10 that you have experience with the Metro Mobility customer feedback module, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
14
If you indicated in question #10 that you have experience investigating and responding to ADA complaints, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
15
If you indicated in question #10 that you have experience with call recording software, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
16
Please provide a detailed explanation of a specific time you worked with a customer whose background was different from yours. Include the situation, the steps you took to ensure shared understanding, and the outcome.
Required Question
Location : 390 Robert St. N St. Paul, MN
Job Type: Full-Time
Job Number: 2024-00552
Division: Metropolitan Transportation Services
Department: Metro MO Service Center
Opening Date: 04/24/2025
Closing Date: 5/7/2025 11:59 PM Central
WHO WE ARE
This position is eligible for a hybrid (both remote and onsite) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.
We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.
We are committed to supporting a diverse workforce that reflects the communities we serve.
The Metro Mobility program provides transit services for people with disabilities who can't use regular-route transit service. Transit providers are under contract with the Council to provide the service. The Council staffs and manages the Metro Mobility Service Center, which evaluates and certifies applications for Americans with Disabilities Act (ADA) eligibility, provides customer service support, and manages the overall program.
Metropolitan Transportation Services (MTS) provides public transit service through contracts or partnerships with counties to deliver six major programs: Metro Mobility/ADA, Transit Link dial-a-ride, Metro Move, Metro micro, contracted regular-route bus service, and Metro Vanpool. MTS also conducts planning for the regional transportation system that includes highways, transit, aviation, freight, and bicycle and pedestrian connections. The Metropolitan Council is the region's federally designated Metropolitan Planning Organization.
How your work would contribute to our organization and the Twin Cities region:
The MTS Complaints Investigator will serve as the main contact for escalated customer service issues. This position is responsible for investigating and resolving customer service issues by reviewing call recordings, bus video, and GPS data. This position will also review and respond to complaints from providers regarding customers.
What you would do in this job
- Act as the primary evaluator of complaints. Determine whether the complaints are accurate and/or violate the contract under the term of MTS contracts.
- Serve as the primary customer contact for compliance follow-up, relaying contractor responses and any steps taken to resolve issues and prevent issue reoccurrences.
- Monitor resolution of customer complaints to ensure timely response and follow through to resolution.
- Conduct regular audits of MTS ride booking calls to ensure accurate reporting and contractual compliance.
- Work with contracted providers to ensure shared understanding of the complaint intake and response process.
- Independently represent the Metro Mobility Service Center and the Council with outside contractors and provide direction when additional information is needed, or further investigation is warranted.
- Investigate escalated customer complaints by reviewing call recordings, vehicle GPS data and vehicle video footage to verify validity of the complaint.
- Conduct on-street supervision of MTS customer pickups and drop-offs to ensure accurate reporting and contractual compliance.
- Other job-related duties as assigned.
What education and experience are required for this job (minimum qualifications)
- High school diploma or equivalent
- Five years of customer service experience*
What additional skills and experience would be helpful in this job (desired qualifications):
- Experience using Trapeze software.
- Experience with the Metro Mobility customer feedback module.
- Experience investigating and responding to ADA complaints.
- Experience with call recording software.
- Add DEI qualification
- Knowledge of the American's with Disabilities Act.
- Knowledge of Metro Mobility operating rules, guidelines, practices, and policies.
- Proficient in Microsoft Office.
- Ability to use a TTY machine to communicate with customers.
- Ability to work independently and organize priorities to ensure all work is completed.
- Exceptional customer service skills.
- Ability to use Trapeze software, Metro Mobility Customer Service Complaint modules, and Power Play Web call recording system.
What you can expect from us:
- We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
- We encourage our employees to develop their skills through on-site training and tuition reimbursement.
- We provide a competitive salary, excellent benefits and a good work/life balance.
Additional information
Union/Grade: AFSCME / Grade E
FLSA Status: Non-Exempt
Safety Sensitive: No
What your work environment would be:
You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.
What steps the recruitment process involves:
If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
If you are already an employee of the Metropolitan Council, you must pass a criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.
IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.
The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.
If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.
We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:
- Guaranteed monthly retirement income through Minnesota State Retirement System pension fund
- Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan
- Two or more medical plans from which to choose, with employer contribution towards premiums over 80%
- Dental insurance, life insurance and vision insurance
- Well@Work clinic
- bus/rail pass valued at over $1200 per year
- parking at many job locations
- fitness centers at many job locations
- Employee Assistance Program
- extensive health and wellness programs and resources
01
Applicant Instructions: It is important that your application shows all relevant education and experience you possess. The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step.I have read and understand the above instructions regarding my application and supplemental questions.
- Yes
- No
02
How did you first hear about this job opening?
- CareerForce Center
- Community Event/Organization
- Employee Referral
- Glassdoor
- Indeed
- Job Fair
- Metro Transit Bus Advertisement
- Website: governmentjobs.com
- Website: metrocouncil.org
- Website: metrotransit.org
- Website: minnesotajobnetwork.com
- Other
03
If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title.Type N/A if not applicable.
04
Do you have a high school diploma or equivalent?
- Yes
- No
05
How many years of customer service experience do you have?
- No experience
- Less than five years
- More than five years but less than seven years
- More than seven years but less than ten years
- Ten or more years
06
Please describe your experience in customer service. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
07
Do you have four or more years of experience working with individuals with disabilities?
- Yes
- No
08
Please describe your experience working with individuals with disabilities. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
09
Do you have three or more years of experience working with ADA paratransit transportation systems?
- Yes
- No
10
Please describe your experience working with ADA paratransit transportation systems. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
11
Please select the areas below with which you have work experience (select all that apply).
- Experience using Trapeze software
- Experience with the Metro Mobility customer feedback module
- Experience investigating and responding to ADA complaints
- Experience with call recording software
12
If you indicated in question #10 that you have experience using the Trapeze software, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
13
If you indicated in question #10 that you have experience with the Metro Mobility customer feedback module, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
14
If you indicated in question #10 that you have experience investigating and responding to ADA complaints, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
15
If you indicated in question #10 that you have experience with call recording software, please describe your experience. Include duties performed, where the experience took place, and the duration. If this does not apply, indicate 'N/A.'
16
Please provide a detailed explanation of a specific time you worked with a customer whose background was different from yours. Include the situation, the steps you took to ensure shared understanding, and the outcome.
Required Question