Call Center Reservationist - Tri Delta Transit

Call Center Reservationist - Tri Delta Transit

Hourly Wage Range: $17.50 – $22.00

Role Purpose:

The Call Center Reservationist is responsible for effectively and efficiently researching, responding, and booking of all Paratransit, Microtransit (Tri My Ride), and Non-Emergency Medical Transport (NEMT) trips using client provided software. Handles inquiries from the riding public about services, in addition to compliments and/or comments.

Knowledge and Experience:

• 2 years progressive Customer Service experience preferably in a paratransit/fixed route environment
• Demonstrated proficiency with schedule and process the volume of incoming telephone requests for ADA and Senior (aged 65 ) paratransit, NEMT, and Tri MyRide services.
• Proficiency in 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)
• Proficiency in 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 analysis required
• Knowledge of Microsoft Office applications, particularly Word, Excel, and PowerPoint
• Experience with clearly presenting findings and recommendations to management and client required.
• Able to work flexible hours and days to meet the needs of the business.
• Experience utilizing customer service program plans and procedures; conducting investigations, analyzing data, and identifying and recommending corrective action
• Must maintain confidentiality 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 with ability to prioritize.
• Must have high level of attention to details
• Must have strong organizational skills
• Good practical skills
• Analysis and problem-solving skills
• Computer Skills (Microsoft Office)
• Ability to all service-related technology required for the job after training

Key Accountabilities:

• Accurately enter the required passenger trip information, monitor on-time adherence, and be knowledgeable in all aspects of ECCTA demand response operations.
• Ensure that telephone call wait, 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.
• Appropriately schedule ECCTA ADA trips within service corridors with a width of three-fourths (3/4) of a mile on each side of ECCTA’s 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.
• Ensure that all ECCTA client trips with an agreed upon appointment or arrival time shall be scheduled to arrive at their dropoff location no more than 30 minutes before appoint / arrival times and no later than the agreed upon appointment / arrival times.
• Appropriately negotiate pickup times with passengers to ensure excellent customer service and operational efficiency, ensuring passenger’s pick-up time is not more than one hour before or after a passenger’s requested pick-up time.
• Collect contact information, date, time, bus # and any other pertinent details when receiving customer feedback and forward it to ECCTA Customer Service for follow-up.
• Investigate customer concerns and complaints and provide corrective action when applicable
• Interview operators and passengers to obtain additional information regarding customer concerns
• Review video from the coaches to gather facts about the incident in question
• May participate in fare collection counting and preparing deposit.
• 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 as required

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 job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

100% of work is accomplished indoors 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 materials. Work is accomplished in an office or in a cubicle space equipped with a telephone and computer. The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we 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, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• 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.