DescriptionJob Summary This position will work to deliver the day-to-day customer service objectives and passenger trip reservations. The duties include daily communication and interaction with ADA passengers and dispatch/schedulers. The position will perform back up duties to the dispatch/schedulers and customer service. The position must be organized and conduct activities to assure accurate and timely trip bookings that drive a safe, on-time and cost-effective operating performance.
Job Responsibilities - Answer passenger calls regarding passenger trip reservations, cancellations and general questions pertaining to transportation services.
- Complete data entry tasks
- Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
- Provide dispatch/scheduling when required.
- Communicate passenger trip changes in a timely manner to scheduling, dispatch, or vehicle operators.
- Maintain accurate records and appropriate filing systems.
- Communicate effectively with management staff regarding scheduling or passenger issues.
- Ability to handle multiple tasks accurately and effectively.
- Provide excellent customer service to passengers, dispatch/schedulers and management staff.
- Professional telephone demeanor and office appearance
- Other related duties as assigned.
Education and Experience - Minimum two (2) years of reservations or clerical experience in a customer service environment
- High School diploma or above
Knowledge/Skills/Abilities - Familiarity with the Americans with Disabilities Act (ADA) of 1990 Laws and Procedures
- Familiarity with computer technology related to demand response transportation service.
- Considerable knowledge of modern office equipment, office procedures and computer operations
- Skilled interpersonal relations and customer service
- Skilled in communication (verbal and written) and decision-making.
- Skilled in operating a computer, telephone system, standard office equipment and file management.
- Ability to work in a fast-paced environment.
- Ability to ensure a high degree of accuracy for trip reservations.
- Ability to be sensitive and respectful to a diverse group of individuals, including the elderly and persons of disability.
- Ability to maintain an excellent attendance record.
- Ability to speak clearly and understand English, bilingual a plus.