Ride Connection Travel Navigator

Ride Connection•Portland, OR

6d•Onsite

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 the direct first point of contact for Ride Connection customers, providing superior, quality customer service with dignity, respect, and patience. Your responsibilities will include coordinating ride requests and referrals to appropriate transportation services, performing follow-up activities to ensure service quality, 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.

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

Serve as a direct first point of contact for Ride Connection customers.
Provide superior, quality customer service with dignity, respect, and patience.
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.
Support and educate older adults and people with disabilities about available transportation options in their community.
Answer calls as they come in, enter or update customer information and schedule rides.
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.

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.