Admin-Operations - Special Services Coordinator

Transit Authority of Northern Kentucky•Fort Wright, KY

About The Position

The Special Services Coordinator administers all phases of TANK’s Senior Transportation, RAMP, and Medicaid programs. The position processes trip requests, schedules specialized transit services, dispatches and assists Special Services operators, and helps passengers navigate trip scheduling and program policies. It monitors fleet performance, responds to service issues, tracks No Show and Cancellation policy compliance, and produces reports and daily manifest reviews. The position reports to the Manager of Special Services and is classified as non-exempt and safety sensitive.

Requirements

High school diploma or equivalent.
At least 6 months of direct customer interaction or customer service experience.
Strong communication and people skills.
Excellent attention to detail.
Strong problem-solving skills.
Demonstrated initiative.
Ability to work cooperatively and as part of a team.
Ability to manage confidential information and documents.
Computer experience with Word, Excel, Outlook, and the Internet.
Ability to demonstrate professionalism in the work environment.
Ability to learn TANK’s Special Services programs and related policies.
Ability to sit for extended periods, reach and extend hands and arms, manipulate objects with finger dexterity, see and hear within a correctable normal range, move about the office, and lift and carry objects up to 30 pounds.
No license is required.

Nice To Haves

Experience working in an inbound call center environment.
Knowledge of elderly, mobility-impaired, and Medicaid transportation programs.
Knowledge of computer-aided dispatch technology and/or scheduling software.

Responsibilities

Electronically process trip requests for RAMP and other Special Services using QRyde software.
Assist passengers with trip scheduling and policy compliance.
Address passenger concerns and troubleshoot problems with service delivery.
Monitor fleet performance using computer-aided dispatch technology.
Assist operators in the field through electronic voice and data transmissions with issues affecting their duties.
Track and administer TANK’s No Show and Cancellation policy.
Provide timely feedback to the Special Services Supervisor or Manager regarding service failures and passenger concerns.
Produce reports needed for data collection.
Review the printed primary manifest daily to assess the feasibility of operator schedules and running time.
Perform other duties as assigned.