Overview
Laboratory Technician Jobs in Miami, FL at National Bio Vet Lab
GENERAL STATEMENT OF JOB DUTIES
This role contributes to the organization’s goal of delivering outstanding customer service by conducting quality control assessments of the Regional Customer Information Specialists, offering support for transit-related services and providing training to new hires. The position requires on-site work at designated locations, including GoTriangle’s Regional Transit Center Service Desk and the Raleigh Union Station Service Desk. The position reports to the Regional Transit Resources Liaison.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Illustrative Duties:
Assist with inbound calls via 485-Ride during non-training and quality review sessions.
Monitor calls for accuracy of information and quality standards; ensuring Specialists are delivering a high level of customer service and are providing accurate solutions to customers.
Record observations utilizing departmental quality monitoring forms.
Provide staff with regular performance feedback on quality assurance observations.
Make recommendations on performance management steps needed to address quality issues.
Prepare and analyze reports for management review at individual, team, and agency levels.
Work with leadership to plan, develop, implement and evaluate quality assessment practices and future training needs.
Responsible for the development of new training programs.
Responsible for providing new hire training and refresher training sessions for all Information Specialists.
Respond to requests for the Emergency Ride Home (ERH) program by confirming qualifying events and eligibility.
Utilize Share the Ride NC (STRNC) to confirm accounts, enter ERH user information and track as needed.
Coordinate and dispatch the ERH service provider.
Review and monitoring programs for abuse or incorrect invoicing.
Liaison for Uber/Lyft Concierges for all Transit Agencies shuttle services.
Monitor, Track and schedule all Lost & Found appointments.
Respond to all Regional Information Center Zendesk Inquiries/Feedback tickets.
Post transit alerts relating to bus breakdowns; traffic conditions; adverse weather conditions and events that can cause delays to bus schedules.
Monitor various computerized tools for real-time issues in anticipation of missed or delayed trips.
Serving as a primary liaison between Transit Operations, community members and the GoTransit Regional Information Center team
Leads quarterly employee meetings as needed.
Other duties as assigned.
MINIMUM QUALIFICATIONS AND REQUIREMENTS
Education and Experience:
Associate Degree from an accredited college or university
Three years of customer services related experience, preferably in a transit environment.
Two years of Quality Assurance
Two years of Training Experience
Ability to manage and update internal training procedures and guidelines
Ability to update and maintain all Regional Information Center data
Ability to interpret and navigate electronic maps and has experience working in computer databases and Crystal reports.
Ability to react calmly and quickly in high stress situations and ability to perform assigned tasks with minimal supervision is essential.
Excellent organizational skills.
Exceptional level of interpersonal skills to effectively communicate with staff and the general public.
Excellent oral, written and communication skills.
Requires working a variety of shifts and at various locations.
Pleasant conversational and helpful voice tone that demonstrates an exceptional level of patience, required to effectively communicate with staff and the general public.
Demonstrates leadership and will be expected to report to work during adverse weather conditions.
Working knowledge of PC’s including Microsoft Office Packages to include Access, Excel and SQL and the ability to learn new packages as necessary.
An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.
Working Conditions:
Works in an environment where there is minimum exposure to dust, noise, or temperature. Work is normally performed in a typical interior office work environment. Other working conditions may require; precise hand/eye coordination, basic keyboarding and other repetitive motions, operation of vehicles, lifting/pushing objects weighing up to or over 10 pounds. None of very limited physical effort required and none or very limited exposure to physical risk.
Physical Requirements:
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Walking and standing are required only occasionally.
EEO Statement:
GoTriangle is an equal opportunity employer. We are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and employment practices. Decisions are made without regard to race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected veteran and military status or other applicable legally protected characteristics.
Accommodations:
GoTriangle is firmly committed to a policy of nondiscrimination in employment and to a program of achieving total equality of opportunity for all applicants. If you require reasonable accommodation because of a disability for any part of the application or hiring process, please contact 919-485-7448. Please indicate the specific assistance needed.
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Title: Laboratory Technician
Company: National Bio Vet Lab
Location: Miami, FL
