Reservationist

About the role

Reservationists are responsible for booking trips for ADA paratransit service for the handicap and disabled community. Providing clients with timely, accurate, and courteous customer assistance and information to the general public daily. Work requires reservationists to exercise judgement to ensure compliance with established policies, procedures, and guidelines. Reservationists are required to maintain sensitivity and patience to a diverse group of individuals including the elderly and persons of disability in a demanding call center environment. Work involves a large amount of verbal communication, by telephone; attention to detail to prevent errors; good problem-solving skills, and the use of various computer software applications and phone system. Position is under the direct supervision of the Call Center Manager. All telephone calls are recorded and monitored for quality assurance & training purposes and will be used in employee evaluation sessions.

Responsibilities

• Receive inbound client calls.
• Book reservations for paratransit service.
• Provide prompt and courteous customer service to inquiries from the general public.
• Work closely with the dispatchers to ensure on-time performance and efficiency of service.
• Verify and update passenger information, locations, addresses, and special comments using system software.
• Advise potential applicants of the eligibility requirements and assist them as instructed.
• Prepare applications to be sent out to perspective applicants.
• Maintain sensitivity and patience to a diverse group of individuals.
• Email/fax client’s certification information for visitor requests to other transit agencies within the nation.
• Intake customer complaints and document to appropriate department personnel for resolution.
• Must be reliable and maintain regular attendance to assure efficient and effective performance of