Customer Care Agent

The Senior Resource Association (SRA) is dedicated to enhancing the quality of life for seniors and vulnerable adults in Indian River County. Our mission is rooted in compassion, integrity, and service to the community.

The Customer Care Agent is responsible for processing incoming telephone requests for paratransit transportation services while providing exceptional customer service to the public. This role serves as a key point of contact for riders, ensuring transportation requests are scheduled accurately, efficiently, and in compliance with ADA requirements. The ideal candidate is service-oriented, adaptable, detail-driven, and works well in a fast-paced, team-based environment

Key Responsibilities

• Assists with Paratransit scheduling and coordination.
• Indexes and files correspondence, reports, cards, records, and other related materials, in accordance with established policies and procedures.
• Receives and dispenses information by telephone, letter, or by direct contact with the public; explains departmental programs and policies in a positive and courteous manner.
• Processes telephone requests for both registration and appointments for the Paratransit system.
• Screens applicants to determine eligibility needs based on established criteria.
• Processes applications for assistance in scheduling transportation.
• Makes referrals to related human services agencies for assistance as individual needs dictate.
• Verifies invoices and other related billing procedures. Prepares and maintains computerized reports and files. Attends transit-related training as directed by management.
• Communicates clearly, effectively, and tactfully, orally and in writing.
• Works emergency situations (including weather and other extreme conditions) as required. Performs other duties as requested.

• Extensive knowledge of highways and roads within IRC
• Effective communication skills (Verbal & Written)
• Knowledge of ADA requirements
• Knowledge of the Route Match scheduling program
• Adaptable to communicate and coordinate changes in routes, schedules, process, and procedures
• Professional manner to interface with community.
• Self-starter, organized with ability to prioritize competing deadlines to ensure goals are achieved in a timely manner
• Ability to maintain confidentiality of sensitive client, medical information.
• Ability to work collaboratively with internal teams, vendors, and community partners.
• Commitment to the mission, values, and goals of Senior Resource Association.

• Work core hours and available as needed, e.g. events, weekends, holidays.
• Physical requirements include sitting, standing, bending, and lifting.
• Frequent use of computers, office equipment.

• High school graduate/equivalent.
• Minimum one (1) year of experience in the operation of radio dispatch and electronic scheduling equipment. Prior Paratransit experience highly desired.
• Must successfully complete Level 2 background screening through Florida’s Care Provider Background Screening Clearinghouse and maintain eligibility with the Department of Elder Affairs (DOEA):

At Senior Resource Association, you’ll have the opportunity to make a meaningful impact by protecting and advocating for individuals who need it most. Join a mission-driven organization that values compassion, professionalism, and integrity while offering meaningful work that truly changes lives.

Apply today and be part of a mission-driven organization that values compassion, integrity, and service!

Senior Resource Association is an Equal Opportunity Employer and is committed to providing a workplace that is non-discriminatory and affords equal treatment to all and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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