Lead Reservationist

Transdev in Portland, OR is hiring a Lead Reservationist to serve as a working lead for Tri Met LIFT Reservations, performing Reservationist duties while providing on-shift leadership and escalation support. Working closely with the Call Center Manager and Supervisors, this role helps ensure service goals are met, procedures are followed, and updates are clearly communicated by remaining actively engaged in call handling, trip booking, and managing customer interactions alongside staff.

The Lead Reservationist also provides on-the-spot support and reinforces training to maintain consistent, high-quality service.
This job is 100% onsite.

• Non-Union Position:
  Full-Time
• Competitive compensation package of $29.37/hr. with progression to $32.01/hr. over 3 years.

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

• Customer Service & Call Handling:
  Handles high-volume inbound calls with patience and professionalism, adapting communication for customers with disabilities and de-escalating upset callers while staying within ADA and Tri Met LIFT policy.
• Training & Onboarding:
  Serves as the primary on-shift trainer for new Reservationists, delivering the approved curriculum through call shadowing, hands-on system training, and real-time coaching, and reports on trainee readiness to the Call Center Manager.
• On-Shift Leadership & Quality Oversight:
  Coaches Reservationists in real time on ADA rules, pickup windows, shared-ride requirements, and mobility determinations while monitoring accuracy, documentation, and consistent policy application.
• Escalation & Issue Containment:
  Acts as the first escalation point for complex or ADA-sensitive customer issues, resolving what they can and routing the rest to the Reservations Supervisor, Dispatch, Safety, or leadership.
• Trip Reservations, Modifications & Cancellations:
  Verifies customer eligibility in Trapeze and books, modifies, or cancels trips accurately within ADA and program guidelines, documenting all details and no-show patterns so changes flow correctly to Dispatch.
• Other duties as required.

• High school diploma or GED required.
• One year of customer service or call center experience preferred.
• Experience in paratransit, public transportation, or human services is 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.
• Ability to read, comprehend and understand maps and navigational data.
• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases, and routes.
• Ability to communicate clearly and concisely both verbally and in writing including working with individuals with disabilities or other communication challenges.
• Excellent computer skills and ability to learn advanced computer aided scheduling systems.
• Basic math, writing, and computer skills.
• Ability to communicate via telephone with clear speech and a pleasant phone manner.
• Bilingual preferred.

Travel requirement (as a percent):