Ride Connection Travel Navigator
About The Position
Ride Connection is seeking a compassionate, collaborative, empathy-driven, investigative-minded, and customer service-oriented individual to join the Ride Connection Service Center team as a Travel Navigator (Customer Service Representative). In this role, you will be a direct first point of contact for customers, providing superior customer service with dignity, respect, and patience. Your responsibilities will include coordinating ride requests and referrals, performing follow-up activities, passing pertinent information to staff, registering new customers, making referrals to partner agencies, and communicating with service providers. You will also support and educate older adults and people with disabilities about available transportation options in their community. This is a full-time, non-exempt position.
Requirements
- Comfort and experience with high call volume and ACD phone systems
- Experience using scheduling software or comparable systems
- Comfort or experience using Microsoft Office programs, Google Maps
- Ability and willingness to work with diverse populations
- Ability to pass a National Criminal Record Check, which includes fingerprint identification
- Great customer service skills
- Passion for helping people in the community lead more independent lives
- Friendly, patient, and reliable
- Ability to answer a high volume of incoming calls and ensure accurate input of requests
- Lifelong learner, enjoy the challenge of learning new technology and programs
- Work through an equity lens
- Eye for detail, double-checking and triple-checking are part of how you operate
- Maintain composure through tense situations and help others keep their cool
- Enjoy working independently as well as with a team
- Focused on the lifelong work of addressing inequities and oppression experienced by people of color, LGBTQIA2+ people, low income and houseless populations, and people with disabilities
- Proactive problem-solver and plan processes and procedures that respond to or prevent issues that may arise
Nice To Haves
- Familiarity with Portland Metro roads, routes, and transit systems
- Bilingual or multilingual, especially Russian, Spanish, or Vietnamese
- Prior experience with NEMT (Non-emergency Medical Transportation)
- Experience working with older adults and people living with disabilities
Responsibilities
- Answer calls as they come in, enter or update customer information and schedule rides
- Provide superior customer service with empathy, tact and understanding
- Analyze information to determine what services best fit the customer’s needs
- Monitor email and check in with team for updates and changes
- Support Dispatch and call customers as needed
- Coordinate ride requests and referrals to the most appropriate transportation services
- Perform follow up activities to ensure the expected level of service was offered and received
- Pass pertinent information to appropriate staff
- Register new customers
- Make appropriate referrals to partner agencies
- Communicate with service providers
- Provide support as needed to support and educate older adults and people with disabilities about all available transportation options in their community
Benefits
- Comprehensive medical, dental, and vision insurance
- Employee Assistance Program
- 403(b)-retirement plan with automatic employer contribution plus a match up to 2%
- Flexible Spending Account with a $500 annual employer contribution
- 140 hours of PTO in your first three years
- Six paid holidays
- MLK Day of service
- Juneteenth day of learning
- 60 hours of sick leave annually
- TriMet annual public transportation pass
- Training and support provided to ensure your success in the role
- The satisfaction of knowing that your work directly enhances the quality of life for members of our community
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
