MOBILITY SERVICE AGENT

MARTA • Atlanta, GA

9h • Onsite

About The Position

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.
• Excellent verbal and written communication skills, analytical, and problem-solving skills are required.
• Must be able to perform in a fast-paced customer support environment.

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