Transit Specialist (Intermediate)

Socket.dev; Rockville (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in Rockville, MD seeks an Account Support specialist to bridge account support and management, providing insights into customer concerns and issues.

You will proactively support the Account Management team, ensure issues are resolved within SLAs, and help maintain quality standards across processes.

This role emphasizes strong writing, interpersonal skills, and the ability to analyze data to improve customer satisfaction.

Qualifications

• 2-3 years of experience taking detailed notes of meetings and publishing meeting minutes.
• Must have excellent writing skills and be able to simplify complex scenarios.
• Excellent interpersonal communication skills.
• Excellent data collection, analytic and report writing 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.

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)
• Investigate, track and resolve customer concerns; identify trends and recommend solutions
• Support the overall customer satisfaction of customer accounts

Skills

Meeting minutes

Writing skills

Interpersonal communication

Data analysis

Analytical reporting

Listening & questioning

Tools

MS Project

Salesforce

SharePoint

Job description

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

Requirements

• 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

Core Competencies

Demonstrates strong customer service capabilities by effectively managing customer concerns and ensuring compliance with Service Level Agreements (SLAs). Possesses excellent writing, communication, and analytical skills to support account management and enhance customer satisfaction.