Full-Time Reservationist

About the role

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.

Pay

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

Responsibilities

• Serve as the primary point of contact for TriMet 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, TriMet policies, and operational limitations

Qualifications

• 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

Schedule

• Position requires 7-day per week availability
• Department is open Monday - Friday 9a - 5p, and Saturday - Sunday 10a - 5p, 365 days per year

Physical requirements

• 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

Pre-employment requirements

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