Reservationist

Transdev in Portland, OR is hiring a Full-Time Reservationist to intercept customer calls and schedule transportation. We are seeking friendly, customer service-oriented people who are dedicated to safety.
This job is 100% onsite.

• $23.87 – $28.37
• Starting pay $23.87 with progression to $28.37 over 3 years.

• Serve as the primary point of contact for Tri Met LIFT ADA paratransit customers and the general public.
• Provide accurate, ADA-compliant trip reservations, modifications, and cancellations while delivering high-quality customer service.
• Act as the gateway to the LIFT service delivery system, recognizing that reservation accuracy directly impacts safety, scheduling, dispatch, service reliability, and customer satisfaction.
• Operate in a high-volume call center environment requiring sound judgment, attention to detail, and professionalism.
• Routinely manage challenging customer interactions and serve as a first point of contact for incidents and service disruptions.
• Answer high-volume inbound calls promptly and professionally using the Cisco phone system.
• Communicate clearly, respectfully, and patiently with customers who may have speech, hearing, cognitive, emotional, or mobility limitations.
• Adapt communication style to meet individual customer needs while maintaining consistency and policy compliance.
• Routinely manage angry, frustrated, distressed, or emotionally escalated callers using approved de‑escalation techniques.
• Maintain composure and professionalism while using approved de‑escalation techniques and escalation protocols.
• Balance empathy for individual circumstances with adherence to ADA requirements, Tri Met policies, and operational limitations.

• High school diploma or GED.
• One year of call center experience preferred.
• Experience in paratransit, public transportation, or human services desirable.
• Minimum typing speed of 35 words per minute.
• Ability to work rotating shifts, weekends, and holidays as required.
• Ability to pass background screening and maintain confidentiality.
• Answer high-volume inbound calls promptly and professionally using the Cisco phone system.
• Communicate clearly, respectfully, and patiently with customers who may have speech, hearing, cognitive, emotional, or mobility limitations.
• Adapt communication style to meet individual customer needs while maintaining consistency and policy compliance.
• Routinely manage angry, frustrated, distressed, or emotionally escalated callers using approved de‑escalation techniques.
• Maintain composure and professionalism while using approved de‑escalation techniques and escalation protocols.
• Balance empathy for individual circumstances with adherence to ADA requirements, Tri Met policies, and operational limitations.
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

• Must submit to drug testing and a background check.
• Must be eligible to work in the U.S.

The essential functions of this position require the ability to:

• Must be able to work shifts or flexible work schedules as needed.
• 100% of work is accomplished indoors and in air‑conditioned or well‑ventilated facilities.
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer.
• Must be able to work in a high-volume work environment near and around others talking in person or on the phone.
• This job is 100% onsite.
• Travel Requirements are less than 1% for occasional meetings.
• Position requires 7‑day per week…