Paratransit Reservation Agent Part Time

Paratransit Reservation Agent Part Time - 395

15.78 USD per hour

Posted 2 days ago

GENERAL DESCRIPTION OF WORK:

Provides customer service and support for VIA's paratransit services, including processing reservations, managing trip modifications and cancellations, responding to service inquiries, and assisting customers with trip-related information. Determines estimated arrival times of paratransit vehicles to accommodate customer appointments, some of which are related to critical medical treatment. Responds to customer inquiries regarding paratransit schedules, policies, and procedures.

ESSENTIAL FUNCTIONS:

Uses a telephone, fax machine, personal computer (PC), and complex software to obtain, enter, save, and retrieve information related to trip requests and reservations.

Utilizes contact center technologies, customer information systems, and other approved software to manage customer interactions and accurately document service requests.

Interacts with customers to obtain and clarify trip request data, identify travel time options, and reserve specific trips.

Interacts with customers to confirm and/or cancel reservations and answer questions about paratransit policies and procedures.

Interacts with customers and VIA and contractor Dispatchers to determine estimated arrival times (ETA) of paratransit vehicles, and coordinates/relays information between customers and Paratransit Dispatchers.

Initiates phone calls to customers to confirm trip reservation information or relay additional information.

Assists customers with VIA's digital service tools and self-service options, including mobile applications and trip information resources.

Identifies, documents, and appropriately escalates customer concerns, service disruptions, accessibility needs, and time-sensitive issues in accordance with VIA procedures.

Participates in cross-training to support additional VIA Customer Care functions, including service information, customer inquiries, and related customer support activities as assigned.

Presents a positive image of VIA by answering calls promptly, entering and retrieving data accurately, and dealing with customers in a pleasant and patient manner.

Keeps written records of calls received and actions taken.

Adapts to new technologies, service delivery models, procedures, and operational requirements as VIA's customer service systems evolve.

Performs related work as required.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

REQUIRED

EDUCATION AND EXPERIENCE:

High School diploma or equivalent, and at least six (6) months of customer service and data processing experience.

PREFERRED QUALIFICATIONS:

Bilingual (English/basic Spanish) speaking ability preferred.

ADDITIONAL REQUIREMENTS:

Must learn and use the trip reservation functions of Ride Co software.

Must learn basic paratransit route operating procedures in order to accurately and effectively respond to customers’ questions.

Must have adequate speed and accuracy in the performance of data entry.

Must learn and follow a sequence of questions when processing trip requests.

Must anticipate and recognize inaccurate or inconsistent information and ask follow-up questions to clarify and verify customers’ travel needs.

Must have a cordial telephone voice and personality, and good verbal communications skills.

Must be patient with and helpful to those customers who have limited speaking and/or cognitive abilities, or who become emotional and impatient.

Must work cooperatively with a diverse group of Agents, Dispatchers, and Schedulers.

Must be willing and able to participate in cross-training and perform additional Customer Care functions as operational needs evolve.

Must work independently and…