Travel Navigator Coordinator

2 weeks ago

San Rafael, United States Transdev Full time

Job Description

Position Title:Travel Navigator Coordinator / Customer Service

Reports to:Call Center Manager

Status:Non-Exempt – $25.00/Hour

About Transdev:

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com

SUMMARY:The Travel Navigator Coordinator leads the Travel Navigators in assisting customers by providing information, eligibility services and trip planningassistance, as well as in the development and reporting of data and information for the Travel Navigation processes.

RESPONSIBILITIES:

  • Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.

  • Ensure there is sufficientTravel Navigation telephone coverage during contractual business hours.

  • Assist and monitor Travel Navigators who provide counseling, information, resources, and a high level of customer service to passengers and potential passengers.

  • Ensure eligibility decisions are made in accordance with federal and regional guidance,prior to regulatory deadlines.

  • Determine if new rider residences are located within program service area(s), inform riders of such, and assess for any safe paratransit vehicle access.

  • Assist and monitor the Travel Navigators who provide information to callers, referral services, trip planning and technical service.

  • Provide reports and data summaries as requested.

  • Maintain effective understanding of service area(s) and services provided.

  • Provide coaching and assistance to Travel Navigators as they complete their assigned duties.

  • Work closely with Call Center Manager and Call Center Leadfor successful and timely completion of all Travel Navigation functions.

  • Monitor Travel Navigators’ assistance to passengers enabling the passenger to select the most appropriate option for their planned trips.

  • Assist when needed in answering and handling of trip scheduling telephone calls within established standards.

  • Other duties as required.

QUALIFICATIONS / REQUIREMENTS:

  • High school diploma or equivalent, such as GED, required.

  • Possess some level of cross-training across Call Center duties.

  • Understand the full suite of Marin Access programs.

  • Understand requirements of the ADA.

  • Possess excellent customer service skills.

  • Completed specific training for working with clients with disabilities.

  • Utilize computer software, proficient computer skills.

  • Travel requirement (as a percent):

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