Ventra U-Pass Specialist
Chicago, IL

Job Description

Job Details

Job Title

Ventra U-Pass Specialist

Job ID

3646

Location

Loop Campus

Full/Part Time

Full-Time

Favorite Job

Regular/Temporary

Regular

Multicultural Statement

At DePaul University, we are looking for candidates who want to join us in our mission to provide access to education for all. Successful candidates welcome ideas and perspectives from colleagues and students representing a wide variety of cultures, backgrounds, religious beliefs, and experiences. We seek collaborative, open-minded and hard working professionals to work in a real world urban learning environment. Are you exceptional, yet modest and open to challenges? We seek achievers and leaders that want to bring their passion and skills to our well-respected community of approachable colleagues. Build your career with us.

General Summary

Responsible for direct oversight and maintenance related to operations of the Ventra U-Pass program at DePaul. Will serve as primary point-of-contact between DePaul and Ventra for all technical and account-related issues. Functions as primary support avenue, via the U-Pass email and in-person consultations, for students with questions about the program. Will directly facilitate solutions to U-Pass related issues in partnership with Information Services and university staff. Will coordinate major distribution events, and oversee data handling and integrity for upload to Ventra systems on weekly basis. Communicates with CTA/Ventra to resolve higher level issues and address concerns. Maintains integrity of, and accuracy within, U-Pass card inventory; including overseeing regular, mandated audits. Will communicate details about the U-Pass program to student via large scale email campaigns. Assist in establishing procedures and policies for U-Pass program. Assist with payment reconciliation to CTA and student charges for U-Pass. Train student workers and temp agency associates (annual distribution events) across both campuses on the internal U-Pass distribution process and U-Pass program guidelines. Work with student staff across both campuses with regards to continued distribution throughout each academic term. Serve as backup for ID Card Services Office Managers and co-manage student staff across both campuses.

Responsibilities & Duties

* U-Pass Program Operations
* Facilitate U-Pass related issue identification and resolution for all university U-Pass holders.


* Work in tandem with Development Team to strategically schedule and perform searches of eligible students weekly.


* Review U-Pass processes and develop optimizations for Campus Connect and office procedures.


* Facilitate U-Pass program for the First Year Program.


* Settle fee disputes in accordance with the contract between the university and the CTA.


* Perform regular audits of the U-Pass inventory.


* Create and deploy large scale email campaigns.


* Maintain an inventory of 7 day passes.


* Create metrics report data for upper management.


* Reconciles quarterly data with CTA to reflect dropped classes and deactivated cards.


* Manage the re-order and reprints for lost/stolen u-pass cards and troubleshoots all card issues.


* Schedule dates for annual distribution events and all room set-up requirements including equipment and testing of phone, computers, wedges and hub equipment.


* Manage temp agency associates for annual distribution events across both campuses.




* U-Pass Marketing Operations
* Update and maintain the DePaul University U-Pass website and sub sites.


* Create marketing materials for incoming students.


* Develop and conduct U-Pass educational outreach initiatives to internal DePaul student facing departments to ensure that correct information regarding program eligibility and requirements is being relayed to students.




* Management and Training
* Serve as backup for ID Card Services Office Managers and co-manage student staff across both campuses.


* Maintain professional relationship with contractual transportation vendor.


* Train and mentor all ID Card student staff on U-Pass policies and procedures.


* Train full time Technology Support Center staff for Ventra issues that come through the Help Desk.


* Customer service escalation.




* Performs other duties as assigned.



Education & Experience

* Bachelor's degree or 4 years of experience in a general office environment.


* 2 or more years of end-user support.


* Experience presenting to groups.


* Maintains a high level of customer service skills.


* Working knowledge of the university's structure and departments is necessary within 6 months of hire.



Managerial Responsibilities

* Co-Manage ID Card student staff across both campuses, provide ongoing training and mentoring, does not oversee any full-time staff.


* Manage temp agency associates during annual distribution events across both campuses.



Other Skills & Abilities Reqd

* Excellent interpersonal skills.


* Excellent verbal and written communication skills.


* Demonstrated ability to work independently and as a collaborative member of a team.


* Organized and detailed oriented.


* Ability to meet deadlines.


* Ability to thrive in high visibility, customer service environment.


* Able to create and maintain positive relationships with coworkers, customers and vendors.


* Strong working knowledge of MS Office Suite, including intermediary skills with Microsoft Excel is required.


* Strong time management, multi-tasking, problem-solving and investigative skills.


* Ability to create professional-looking business documents, including technical documentation for relevant systems, how-to documents for customer consumption, and troubleshooting documents for lower-level technical staff.


* Experience with SharePoint and Adobe Creative Suite a plus.


* Basic understanding of HTML a plus.



Physical Requirements

* May occasionally lift up to 20 pounds.

Other Attachments

You may upload other attachments (Transcripts, Portfolios, Writing samples) in the "My Activities" tab of your profile.

Additional Information

* Some extra hours may be required during the start of the Fall quarter (generally the first two weeks of September).


* Time will be spent at both the Lincoln Park and Loop campuses.



Salary & Benefits Package:

DePaul offers a comprehensive package including competitive pay and benefits to attract and retain the best talent in order to further the University's mission. For more information, please visit the following pages:

Full Benefits

Part-Time Benefits

Required Background Check:

Employment at DePaul University is contingent on passing a background check. Only final candidates who are extended an offer of employment will undergo a background check.

Mandated Reporting of Child Abuse & Neglect:

Upon accepting an offer of employment with the university, you will also be required to sign an Acknowledgement of Mandated Reporter Status at the time of hire. A mandated reporter is required to make a report to the Illinois DCFS Hotline whenever there is reasonable cause to believe that a child known to them in their professional or official capacity may be abused or neglected. For more information, please visit the following pages:

Illinois Department of Children & Family Services (DCFS)

Illinois Abused and Neglected Child Reporting Act

DePaul University is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, marital status, physical or mental disability, protected veteran status, genetic information or any other legally protected status, in accordance with applicable federal, state and local EEO laws.