Reservationist

Purpose of Position:

Takes customer calls and schedules customer rides using a computerized scheduling system. Creates daily manifests for paratransit drivers based on customer demands.

The pay for this position is $21.45/Hour

Responsibilities:

• Answers customer calls and inputs all customer trip requests using a computerized scheduling system.

• Provides accurate responses to callers’ questions about schedules, trips and other questions using information made available to the agent

• Accurately schedules trips through specialized software, in accordance with Americans with Disabilities Act (ADA) provisions and company requirements; determine if trip is to be scheduled by pick up time or by arrival/appointment time; inform customers accordingly

• Provides transit information to passengers; providing friendly, professional customer service interaction; answers calls from clients and schedule services

• Monitor call wait time, and number of calls in queue; efficiently address customers’ needs so other customers can be helped

• Enters new customer information or changes into the system.

• Follows rules and regulations of the Company; follows instructions of management and supervisors

• Adheres to all regulations related to the Americans with Disabilities Act (ADA)

• Maintains confidentiality of passengers’ information

• Maintains a clean and well-organized work area

Other duties as required.

Qualifications:

Education, Licensing, and Certifications Required:

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

• Proof of typing certification required at time of interview

Experience:

• 1 year or more of customer service experience preferred.

• Typing, keyboarding and computer experience preferred.

Skills and Knowledge Required:

• Ability to read, comprehend and understand maps

• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases and routes

• Basic math and writing skills

• Ability to communicate via telephone with clear speech and a pleasant phone manner

• Will be cross trained as Dispatch Clerk for coverage purposes

• Working knowledge of Microsoft Office software and computer literacy

Travel requirement (as a percent):