Access Scheduler; Part Time

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RTS - Regional Transit Service provided pay range

This range is provided by RTS - Regional Transit Service. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$19.50/hr - $19.50/hr

ABOUT RTS ACCESS: RTS Access provides a complementary service, also known as "paratransit service," to the RTS fixed route system. This form of transportation is available to those customers with disabilities who are unable to utilize the RTS fixed route system for all or some of their transportation needs.

OVERVIEW: The RTS Access Scheduler plays a critical role within the RTS Access Operation. The primary responsibility of this position is to assist RTS Access customers with their transportation needs in a way that uses RTS Access resources in the most efficient manner. Work involves the use of a computerized scheduling system. The Scheduler is responsible for making decisions related to established processes and procedures while using their judgement to efficiently and effectively negotiate and research the most appropriate trips for customers.

This position also addresses customer inquiries regarding RTS Access services, resolves customer complaints, and provides general information over the telephone as necessary. The Scheduler must feel comfortable using computer systems/software. Work is performed under the direct supervision of the Director of Paratransit Services.

COMPENSATION: $19.50 per hour

• Part Time
  
  Hours:
  
  Saturday & Sunday 8:00 AM to 1:00 PM, Tuesday & Wednesday 8:00 AM to 5:00 PM.
• RTS Access operates seven days a week, 364 days per year; therefore, employees must be able to work flexible hours and varied days, including weekends and holidays.
• This is a Union environment in association with the Teamsters, Local 118.

• Provide excellent customer service in trip reservations.
• Be proficient in the use of the scheduling software to identify and negotiate the most suitable options for customers in an efficient manner.
• Collect all necessary trip information for curb-to-curb services and reasonable modifications.
• Schedule trip requests; negotiate requested times when necessary and appropriate.
• Resolve ride scheduling conflicts and address booking issues by working with dispatchers as necessary.
• Make necessary changes to contact information, fare/rider type, and other important field entries.
• Makes scheduling adjustments where necessary to minimize service disruptions.
• Use GPS tracking software to locate vehicles.
• Ascertain passenger information, i.e., name, address, origin, destination, time requested, aide assistance, return trip information, etc.
• Review manifests during off-peak phone hours to ensure efficient runs.
• Use good judgment, be patient and efficient when negotiating rides with customers.
• Additional duties as assigned (may include surveying customers or working on special projects).

• A minimum of two (2) years of customer service experience, required.
• A minimum of one (1) year of call center experience, required.
• High school diploma or GED required.
• Must be proficient with computers.
• Strong knowledge of maps, navigation, and geographic layouts.
• Familiarity with Monroe County (roads, landmarks, neighborhoods and boundaries).

• Excellent customer service skills; customer focused.
• Ability to effectively use a personal computer and all software utilized by the department including, but not limited to, Trapeze and Google Maps; willingness to learn new systems and programs.
• Ability to handle multiple tasks accurately and effectively.
• Excellent communication and interpersonal skills including the ability to establish and maintain positive working relationships with team members.
• Ability to exhibit a professional, courteous demeanor.
• Ability to work in a diverse environment.
• Strong verbal and written communication skills.
• Strong organizational skills.
• Strong time management skills; ability to manage multiple projects simultaneously.
• Ability to focus under pressure.
• Attentive to detail.
• Ability to work independently…