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 role processes trip requests, schedules specialized transit services, dispatches and assists Special Services operators, and assists passengers. The coordinator monitors fleet performance, supports operators through electronic voice and data transmissions, helps passengers navigate scheduling and policy requirements, addresses concerns and service-delivery problems, administers the No Show and Cancellation policy, provides feedback to the Special Operations Supervisor, produces data-collection reports, and reviews daily manifests for schedule and running-time feasibility. This is a non-exempt, safety-sensitive position in the Operations department. No supervisory responsibilities or license are required.

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 a team player.
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.

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 Via software.
Assist operators on the road through electronic voice and data transmissions with issues affecting their duties.
Monitor fleet performance using computer-aided dispatch technology.
Assist passengers with trip scheduling and policy compliance.
Address passenger concerns and troubleshoot service-delivery problems.
Track and administer TANK’s No Show and Cancellation policy.
Provide timely feedback to the Special Operations Supervisor regarding service failures and passenger concerns.
Produce reports needed for data collection.
Oversee daily manifest reviews to assess the feasibility of operators’ schedules and running time.
Perform other duties as assigned.