Call Center Reservationist - Tri Delta Transit

Keolis Canada • Antioch, CA

8h • Onsite

About The Position

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.

Requirements

• 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.
• 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.

Responsibilities

• 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.
• May coordinate performance reporting with the local management team including the implementation of key metrics for monthly reports to our client.

Benefits

• competitive compensation and benefits
• opportunities for development and growth throughout an exciting and rewarding career
• safest work environment possible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED