Call Center Reservationist Tri Delta Transit

Call Center Reservationist - Tri Delta Transit

Hourly Wage Range: $17.50 $22.00

Role Purpose:

TheCall Center Reservationistis responsible foreffectively and efficiently researchingresponding and booking of all Paratransit Microtransit(Tri My Ride) and Non-Emergency Medical Transport (NEMT) trips using client provided inquiries from the riding public about servicesin addition tocompliments and/orcomments.

Knowledge and Experience:

• 2 years progressive Customer Service experience preferably in a paratransit/fixed route environment
• Demonstratedproficiencywithscheduleandprocessthe volume of incoming telephone requests for ADA and Senior (aged 65) paratransit NEMT and TriMyRideservices.
• Proficiencyin the requirements of the Service Criteria for Complementary Paratransit Service as outlined in Title 49 Part 37&38 of the Code of Federal Regulations (as amended October 2011)
• Proficiencyin basic customer service techniques and have a comprehensive understanding of all the policies and procedures that are associated with all programs specified within this scope of work.
• High School diploma or equivalent required
• Experience with investigation and/or analysisrequired
• Knowledge of Microsoft Office applications particularly WordExceland PowerPoint
• Experience withclearly presenting findings and recommendations to management and clientrequired.
• Able to work flexible hoursand daysto meet the needs of the business.
• Experienceutilizingcustomer service program plans and procedures; conducting investigations analyzing data andidentifyingand recommending corrective action
• Mustmaintainconfidentiality and safeguarding of sensitive material
• Demonstrated ability to work effectively in a diverse environment.

Skills:

• Must have effective communication skills both written and oral
• Excellent time management skills withabilityto prioritize.
• Must havehigh levelof attention to details
• Musthave strong organizational skills
• Good practical skills
• Analysis and problem-solving skills
• Computer Skills (Microsoft Office)
• Ability toallservice-relatedtechnologyrequiredfor the jobafter training

Key Accountabilities:

• Accurately enter the required passenger trip informationmonitoron-time adherence and be knowledgeable in all aspects of ECCTA demand response operations.
• Ensure that telephonecallwait or on-hold time(s) do not exceed three (minutes) on ninety-five percent (95%) of all calls and five (5) minutes on ninety-nine percent (99%) of all calls.
• Process requests for ECCTA on-demand services and requests for general system information from passengers.
• AppropriatelyscheduleECCTA ADA trips within servicecorridors with a width of three-fourths (3/4) of a mile on each side of ECCTAs fixed-route service and an area with a three-fourths (3/4) of a mile radius at the ends of each fixed-route service. Both the point of departure and the destination of each trip must be within the service corridor.
• Ensurethat all ECCTA client trips with an agreed upon appointment or arrival time shall be scheduled to arrive at theirdropofflocation no more than 30 minutes beforeappoint/ arrival times and no later than the agreed upon appointment / arrival times.
• Appropriately negotiatepickup times with passengers to ensure excellent customer service and operational efficiencyensuringpassengerspick-up time is not more than one hour before or after a passengers requested pick-up time.
• Collect contact information date time bus # and any other pertinent details when receiving customer feedback andforwardit to ECCTA Customer Service for follow-up.
• Investigatecustomer concerns and complaints and provide corrective action when applicable
• Interview operators and passengers to obtainadditionalinformationregardingcustomer concerns
• Review video from the coaches to gather facts about the incident in question
• Mayparticipatein fare collection counting and preparingdeposit.
• Respond to the Client with details about Customer Service inquiries/comments
• Ensures that staff executes and adheres to safety and security standards
• Maintains confidentiality of all information
• Ongoing collaboration with the Client
• Other duties asrequired

Reporting

• May coordinate performance reporting with the local management team including the implementation of key metrics for monthly reports to our client.

Physical Demands and Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this accommodation may be made to enable individuals with disabilities to perform the essential functions.

100% of work isaccomplishedindoors and in air-conditioned or well-ventilated facilities. May perform physical activities that require considerable use of the arms repetitive hand-wrist motion and legs and moving the whole body such as climbing lifting balancing walking stooping and handling of is accomplished in an office or in a cubicle space equipped with a telephone and employee isgenerally subjectedtolong periodsspent sitting typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations employment for safety-sensitive positions will be contingent upon passing apre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also becontingent upon completion of abackground check consistent with applicable federal state and/or local laws.
• Safety commitment: Safety is a way of life atKeolis. By placing safety first we ensure the wellbeing of our employees customers and communities. Together we canbecome the safesttransportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities wherewe operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race color sex religion age creed marital status national origin ancestry physical or mental disability sexual orientation pregnancy status genetic information veteran status gender identification or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process please contact . Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.
• Work authorization:Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits opportunities for development and growth throughout an exciting and rewarding career and the safest work environment possible.