Reservationist

This position is in a call center environment.

Responsibilities

• Answer passenger calls collecting all necessary trip information for the permissible time period.
• Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.
• Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
• Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel.
• Maintain up-to-date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries.
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
• Maintain accurate records and appropriate filing systems.
• Communicate effectively with operations staff regarding scheduling or passenger issues.
• Ability to handle multiple tasks accurately and effectively.
• Provide excellent phone customer service.
• Professional demeanor and appearance.
• Reliable in attendance.
• Team player and helpful to staff, management, and peers.
• Must be flexible in schedule availability.

Requirements

• High School diploma or equivalent.
• Must have reliable transportation.
• Able to work in a fast-paced environment.
• Experience in paratransit scheduling utilizing Trapeze PASS is preferred, but not required (will train).
• Possess excellent decision-making skills.
• Excellent attendance record.
• Excellent verbal and written communication skills.
• Call center experience is preferred, but not required.
• Computer experience (Outlook, opening Word and PDF documents, data entry, usage of Teams) is required.

During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.