Mobility Service Agent

MARTA • Atlanta, GA

1d • Onsite

About The Position

THIS POSTING IS TO FILL THE CURRENT VACANCY AND TO ESTABLISH AN ELIGIBILITY LIST TO FILL ANY FUTURE VACANCIES THAT MAY OCCUR IN THE NEXT 6 MONTHS This position requires 5 days in the office at least. EDUCATION and/or EXPERIENCE High school graduate or equivalent is required. Three years of experience performing administrative, customer service and data entry/document processing work using personal computer and other automated systems at an intermediate level required. Knowledge of the Trapeze PASS (Passenger Automated Scheduling System) is desired. Must be able to perform in a fast-paced customer support environment. Experience in a transportation environment to include knowledge of transportation services, ADA regulations, and operating policies and procedures is highly desirable. Excellent verbal and written communication skills, analytical, and problem-solving skills are required. Experience providing service to the elderly and to persons with disabilities or working in a health care provider's office, is highly desirable. INTERVIEW SELECTION PROCESS: The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessments. SUMMARY Provides administrative support to the Senior Mobility Service Agent, Support Service Specialist, and Support Service Program Manager by performing a wide variety of administrative and customer support duties. Interfaces via telephone and written correspondence through the United States Postal Services (USPS) and online with Mobility applicants seeking initial certification and those seeking re-certification with MARTA Mobility Service. Uses Trapeze PASS (Passenger Automated Scheduling System) to create customer profiles and enters new and updated data in maintaining customer database. Uses the Automatic Call Distributor (ACD) system to process inbound and outbound calls in support of the Mobility Eligibility functions, such as, scheduling customer assessments, and answering customer inquiries. Monitors and tracks customer trip cancelations and reconciles customer cancelations.

Requirements

• High school graduate or equivalent is required.
• Three years of experience performing administrative, customer service and data entry/document processing work using personal computer and other automated systems at an intermediate level required.
• Must be able to perform in a fast-paced customer support environment.
• Excellent verbal and written communication skills, analytical, and problem-solving skills are required.

Nice To Haves

• Knowledge of the Trapeze PASS (Passenger Automated Scheduling System) is desired.
• Experience in a transportation environment to include knowledge of transportation services, ADA regulations, and operating policies and procedures is highly desirable.
• Experience providing service to the elderly and to persons with disabilities or working in a health care provider's office, is highly desirable.

Responsibilities

• Provides administrative support to the Support Service Program Manager, the Support Service Specialist, and the Senior Mobility Service Agent in the administration of the eligibility certification process.
• Provides telephone customer service for Mobility eligibility certification process, that includes inbound and outbound calls to schedule customer assessments, obtain additional information, and/or to answer customer inquiries.
• Uses the Trapeze PASS (Passenger Automated Scheduling System) to process customer applications for eligibility certification and enters new and updated data in maintaining customer database.
• Communicates ADA guidelines and customer rights for Mobility Services to ensure compliance. Prepares and mails correspondence to customers to communicate determination of eligibility.
• Performs daily monitoring and tracking of customer trip cancelations. and reconciles customer cancelations. Reconciles customer cancelations and communicates excessive no-show cancelations (warning and service suspension) to customers.
• Performs other related duties as assigned.

What This Job Offers

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