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SUMMARY OF POSITION
The Paratransit Reservationist provides ride scheduling and other Paratransit services for individuals in the community with qualifying disabilities under the ADA or seniors. The Reservationist provides timely, accurate, and courteous customer assistance and information to Paratransit passengers and the general public, maintains accurate customer records, and performs clerical and administrative duties as needed.
AGENCY CORE COMPETENCIES
In the performance of their respective tasks and duties, all employees are expected to conform to the following:
Perform quality work within deadlines with or without direct supervision.
Interact professionally with other employees, customers and vendors.
Work effectively as a team member.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended as a partial list of the various types of work that may be performed.
- Makes or modifies service reservations for paratransit customers; monitors existing and pre-scheduled rides to ensure efficient usage of vehicles and prevent over-booking; communicates with dispatch as needed to estimate arrival times and provide driver assistance regarding route information and use of mobility devices and/or escorts.
- Records and responds to customer inquiries, suggestions, requests and complaints; directs passenger concerns to dispatch and follows up to confirm resolution; contacts passengers in writing regarding complaint status and resolution.
- Responds to paratransit passenger inquiries about transportation services, fares, and Agency programs that accommodate special groups including senior citizens and the disabled.
- Maintains accurate customer profiles, including history of scheduled trips and destinations, cancelations or modifications for scheduled service reservations, verifies customer identification, address, phone contact, location and other customer information pertinent to the services requested and provided.
- Completes call logs, enters data and runs predefined reports for supervisors.
- Cross-trained to provide backup to Customer Service.
- Performs other tasks, functions and duties as requested by management
OTHER DUTIES
- Operates telephone, computer terminals, keyboard equipment and other standard office equipment required to communicate with customers.
SUPERVISION RECEIVED/EXERCISED
Receives direct supervision from the Customer Service Manager.
QUALIFICATIONS
Knowledge of:
- Principles, practices, concepts and techniques used in customer service, public relations and community outreach.
- Proper telephone etiquette , effective business communications and correct English usage.
- Relative location of cities, basic geography and prominent landmarks in the Coachella Valley.
- Working knowledge of ADA requirements, policies and procedures.
- Uses and operations of computers and data‐entry techniques.
Ability to:
- Communicate accurately and effectively with passengers; understand passenger requests for information or assistance and take appropriate actions; maintain a courteous and tactful manner when under pressure from customers.
- Hear telephoned oral information accurately; speak in a manner clearly transmitted by telephone.
- Enter data into a computer while on the telephone.
- Compose brief, simple written communications; write legibly.
- Operate a computer using MS Office Suite as well as specialty software to perform essential functions of the job.
- Exercise sound judgment within established policies, procedures and standards.
- Establish and maintain positive working relationships with Agency employees, the public and others encountered in the course of work.
Education:
High School Graduate, GED or foreign equivalent and minimum one year of experience interacting with customers using telephones or other communications devices, such as telemarketer, switchboard operator, receptionist, etc.
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