Service Coordinator II

Responsibilities

• Proficient with pre-day and same-day dispatch functions using computer-aided dispatch and scheduling software (CASD), on-demand APP-based transportation software, vehicle locator software, radio systems, on-board video, front-line operator feedback systems, and emergency notification systems.
• Consistently contacts vehicle operators to update schedules and documents.
• Directs vehicle operators, road supervisors and maintenance personnel to ensure prompt and efficient delivery of demand response services with minimum service interruptions with high quality customer service, high productivity, and financial efficiency.
• Documents and codes service interruptions, schedule changes, and service incidents as a result of customer lates, early requests, vehicle operator lates, and other service interruption incidents.
• Aids in review of schedules and trip data to make sound decisions on routing and re-routing patron services.
• Handles many data inputs at once to include vehicle operators over the radio, customer inquiries on the telephone, maintaining a professional calm demeanor.
• Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.
• Supports Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considering safety in every action, and ensuring safety and security concerns are reported.
• Perform other position related duties as required and/or assigned.

Qualifications

• High school diploma or GED required.
• Three (3) years of dispatch, scheduling, subscription trip processing, customer resolutions, or related experience is required.
• Proficient with same-day dispatch functions using computer-aided dispatch and scheduling software (CASD) to change schedules, enter missed service breaks, code trips required.
• Bilingual (English and Spanish) preferred.

Knowledge, Skills, And Abilities

• Proficient knowledge of the American Disability Act service area.
• Excellent telephone delivery of customer service.
• Excellent knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
• Thorough knowledge of operational transit methods, practices, and procedures pertaining to the delivery of transit or Paratransit services.
• Skill in reading and relaying information to customers, service providers and drivers.
• Ability to give accurate directions by radio and telephone.
• Ability to communicate effectively over the phone, in writing, and in person.

Work Environment

• Shift work, including evenings, weekends, and holidays, occasional mandatory overtime.
• Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
• Fast paced high volume control center environment.
• Work monitored for quality, productivity, and training purposes.

Safety Sensitivity

• This position is identified as an FTA safety-sensitive position.
• An employee in this position is required to participate in the Employer’s testing program for prohibited substances.
• A safety-sensitive employee is randomly tested for prohibited drug use or alcohol misuse while the employee is performing safety-sensitive functions; just before the employee is to perform safety sensitive functions; or just after the employee has ceased performing such functions.