PT Transit Specialist

Knox County Ohio•Mount Vernon, OH

11d

About The Position

The Transit Specialist is the first point of contact for clients seeking transportation services. The role schedules and dispatches rides, gathers client information, answers questions, and directs clients to the appropriate department. The Transit Specialist reports to the Transit Director and performs related duties as assigned by management. This position involves answering public inquiries by phone, making and confirming reservations, entering trip information into Computer Aided Dispatch software, and coordinating schedules with drivers. The specialist explains scheduling parameters, asks clarifying questions, handles appropriate credit card charges, manages trip timing and loads in light of driver locations and mobility concerns, and may need to deny trips that cannot be accommodated. The role also requires responding to driver concerns over the radio and making schedule adjustments at drivers’ request. The work includes varied, standardized and non-standardized tasks involving phone service, data entry, dispatch software and other digital resources. The specialist must manage multiple tasks and computer resources while communicating with clients, including people who may be distressed or irate. Errors may cause transit-system inefficiencies, including missed or misrouted rides. Work is conducted both indoors and outdoors, with exposure to noise.

Requirements

High school diploma or equivalent.
Excellent communication skills, including reading, writing, and polite, professional phone etiquette.
Ability to pass pre-hire screenings.
Good data-entry and multitasking skills.
Ability to communicate with clients while navigating dispatch software and scheduling services.
Excellent customer-service skills.
Excellent multi-line phone skills.
Ability to use a multiple-screen computer system and navigate multiple tabs and resources.
Ability to operate a computer, copier, telephone, tablet, calculator, fax machine, and multi-line phone system.
Ability to safely operate a motor vehicle.
Knowledge of computer hardware, office productivity software, peripheral/support equipment, and electronic research/reference sources.
Accuracy and attention to detail.
Ability to communicate effectively orally and in writing.
Ability to define and solve problems, collect data, establish facts, draw valid conclusions using judgment and analytical skills, and implement remedial actions.
Ability to determine, organize, prioritize, plan, and independently work on projects and activities.
Ability to work independently and under pressure, and to set and achieve goals.
Ability to multitask and stay organized.
Ability to work with people who may be distraught or irate.
Ability to maintain regular, punctual attendance.
Ability to perform light work, including occasional lifting of up to 15 pounds, and activities such as sitting, standing, walking, manual dexterity, grasping, talking, and listening.
Ability to perform computer/dispatch work for long periods.

Nice To Haves

Familiarity with the Mount Vernon and Knox County areas.

Responsibilities

Answer public phone inquiries regarding transportation needs and services.
Make and confirm transportation reservations.
Enter data into Computer Aided Dispatch software to schedule trips and answer questions.
Explain scheduling parameters politely and deny trips when they cannot be accommodated.
Ask clarifying questions to confirm accurate schedules.
Respond to driver concerns over the radio.
Make schedule changes as requested by drivers.
Process credit card charges appropriately.
Manage trip loads and timing while considering driver locations and mobility issues.
Direct questions to the Driver Supervisor or other office personnel.
Perform related non-essential functions as needed and other duties assigned by management.
Adhere to departmental rules and procedures.