Lead Paratransit Reservationist

About the Role

Responsible for assisting Access Link customers by answering their questions and scheduling their travel or reservation plans within the ADA Service area. Monitoring and handling escalations from agents and other internal groups and external sources.

Responsibilities

• Receives telephone reservation requests and general inquiries, validates trip information using a computerized digital map, interprets trip itineraries to determine trip eligibility, fares and appropriately schedules trip requests into the paratransit operating schedule using the windows-based paratransit computer system PASS in an accurate and timely fashion.
• Monitor and review all reservations created by staff and telephone service provider.
• Processes digital reservations and group trip requests accurately and efficiently, ensuring all customer needs and scheduling requirements are met in accordance with Access Link policies.
• Processes changes to customer records, trip comments, frequent trip information manually or via computer system in an adequate and timely fashion.
• Performs related administrative tasks in support of paratransit operations.
• Provides coaching and guidance to reservationists on errors encountered during the Access Link reservation process, ensuring understanding of procedures, reinforcing accuracy, and supporting continuous improvement.
• Provides question/answer assistance to Assistant Operations Supervisor by disseminating reservation process updates/directives and checking reservations as directed by Operations Supervisors.
• Processes Feeder Service/Intra-Modal Service Trips.
• Handles escalated customer concerns with professionalism and tact, ensuring issues are addressed promptly or appropriately elevated for resolution.
• Supervises Reservationist Staff.

Requirements

• High school diploma or equivalent.
• A minimum of two (2) years of inbound/call center telephone customer service functions utilizing an ACD telephone system desired.
• Any relevant combination of work experience and education.

Skills

• Ability to type proficiently and speak clearly in English is required; proficiency in other languages is desired.
• Excellent oral and written communication skills required.
• Strong skills in MS Word, Excel, MS Teams, and MS PowerPoint required.
• Knowledge of public transportation systems, Paratransit, and the ADA desired.
• Strong interpersonal, coaching/disciplining, and telephone etiquette skills required.

Working Environment

• Primarily office environment, off-site visits occasionally.
• Must be able to work all shifts, including weekends, nights, holidays, and travel to any location within the State of NJ, including those not accessible via public transport.
• This position is classified as “Essential Operational” and will be required to report to work during adverse weather or commuting conditions.

Benefits

• Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision.
• Flexible Spending Account.
• Life Insurance.
• Paid Leave.
• Tuition Assistance.
• Pre-Tax Commuter Benefits Plan.
• Retirement Plans:
  • 401(a) - Retirement plan with a 6% employer contribution.
  • 401(k) - Retirement saving plan with up to a 3% company match.
  • 457(b) - Deferred Savings Plan.