NEOGOV · 2 months ago
Customer Relations Specialist / Customer Relations Specialist, Associate
Orange, CA
Full-time
Hybrid
Mid, Senior Level
$30.33/hr - $42.12/hr
3+ years expNEOGOV is part of the Orange County Transportation Authority, focusing on creating a balanced and sustainable transportation system. The Customer Relations Specialist role involves supporting the ADA eligibility certification process and coordinating accessible services programs for OC ACCESS, ensuring compliance with ADA guidelines and addressing customer inquiries.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Provides oversight and quality assurance for ADA paratransit records utilizing internal software systems, ensuring compliance with ADA guidelines and internal policies
Forwards travel training referrals, reviews eligibility evaluations, and ensures accurate documentation from contracting agencies
Ensures compliance with ADA guidelines by following established procedures within established timeframes, monitoring adherence to the mandated 21-day eligibility certification process and assisting with the coordination of ACCESS appeals
Verifies the appropriate service area corridor for use, coordinates alternatives for the rider and communicates with other transportation providers
Collects, compiles, analyzes, and reports statistical measures pertaining to the ACCESS program. Assists in conducting research and analysis for administrative assignments, develops appropriate report formats, evaluates information, and makes recommendations
Coordinates Agency accessible service programs that include responding to ADA complaints and verification of provision of paratransit services
Verifies the provisions of paratransit services provided by the contractor; to include but not limited to meeting the parameters of the ADA in the unique contracts and maintains paratransit trend analysis
Responds to customer inquiries via phone, voicemail, and email in a professional and timely manner, ensuring requests are addressed and issues are resolved
Conducts presentations of ADA paratransit guidelines and the ACCESS program to staff, contractors, and the public
Provides assistance to individuals traveling to Orange County from other jurisdictions requesting visitor status, refers visitor requests to other transit agencies, and processes visitor requests from other agencies
Conducts community workshops at adult schools, senior centers, and other agencies involving local communities with disabilities
Establishes and maintains effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public
Qualification
Required
Any combination of education and experience equivalent to a high school diploma and a minimum of six years of customer service experience, three of which are in ADA for Customer Relations Specialist
Any combination of education and experience equivalent to a high school diploma with a minimum of three years of clerical experience, especially in computer data entry for Customer Relations Specialist, Associate
Knowledge of and experience applying ADA requirements
Understanding of Orange County demographics or transportation challenges
Preferred
Bachelor's degree in a related field
Benefits
Medical, dental and vision health insurance programs
Flex time (may be available)
Paid sick leave
Paid vacation and holidays
Short-term and long-term disability
Life insurance
Flexible spending accounts
Retirement
Deferred compensation plan
Educational reimbursement
Excellent in-house training programs
Free transportation passes for the employee and dependents
Wellness and ergonomic programs
And much more.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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