Customer Experience Agent

MTM Transit•Tucson, AZ

5d•Onsite

About The Position

The Customer Experience Agent plays a critical, multi-functional role in supporting the daily delivery of safe, efficient, and customer – focused paratransit services. This position combines the responsibilities of dispatching, customer service, and trip scheduling, ensuring the riders receive timely and reliable transportation. The Customer Experience Agent will ensure safe, cost-effective, on-time operating performance, tracks and reports sign-in and sign-out times, ensure routes are timely, and communicate service issues to the appropriate personnel. This work is done in compliance with the procedures defined by the client and in conformance with company procedures, which involves daily communication and interaction with drivers and monitors (as applicable).

Requirements

High school diploma or G.E.D. equivalent
2+ years in transportation call center operations, routing, dispatching, and scheduling expertise
Basic understanding of local geography and transportation regulations
Possess valid authorization to work in the United States
Excellent communication and interpersonal skills
Good organizational skills with attention to timeliness and details
Ability to prioritize tasks and stay calm under pressure
Must be able to demonstrate effective use of scheduling software, two-way radio communication and data analysis skills
Skills in the use of computers, including Microsoft Word, Excel and other Microsoft applications
Ability to maintain high level of confidentiality
Regular attendance is required

Nice To Haves

1 year experience working with the applicable transit scheduling system preferred
Knowledge of GPS and GIS systems preferred
Bilingual English and Spanish is preferred

Responsibilities

Assist with all phone call information and dispatching of rides
Organize and route trips based on schedule and location to ensure optimal performance
Provide assistance to drivers for directions to destinations
Book and confirm client trips based on vehicle availability, location and timing
Optimize daily schedules to reduce fuel costs and increase fleet efficiency
Assist drivers and transportation providers with problems or issues relating to scheduling
Establish and maintain effective communication with transportation providers
Answer incoming calls from customers and drivers in a professional manner
Log customer interactions and maintain detailed call records in appropriate system
Report and record all incidents to the applicable manager
Document and report provider no shows or on-time-performance issues
Inform transportation providers of their next-days trips and any new trips that occur
Monitor radio, telephones and on-road provision of service for quality
Record time of departure, destination, and expected time of return
Provide feedback on drivers’ performance
Address and resolve complaints or escalate issues when needed