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/HourResponsibilities: 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 agentAccurately 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 accordinglyProvides transit information to passengers; providing friendly, professional customer service interaction; answers calls from clients and schedule servicesMonitor call wait time, and number of calls in queue; efficiently address customers’ needs so other customers can be helpedEnters new customer information or changes into the system.Follows rules and regulations of the Company; follows instructions of management and supervisorsAdheres to all regulations related to the Americans with Disabilities Act (ADA)Maintains confidentiality of passengers’ informationMaintains a clean and well-organized work areaOther duties as required.Qualifications: Education, Licensing, and Certifications Required:High school diploma or equivalent, such as GED, requiredProof of typing certification required at time of interviewExperience: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 mapsAbility to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases and routesBasic math and writing skillsAbility to communicate via telephone with clear speech and a pleasant phone mannerWill be cross trained as Dispatch Clerk for coverage purposesWorking knowledge of Microsoft Office software and computer literacyTravel requirement (as a percent):