GENERAL DESCRIPTION OF WORK:

Receives, negotiates and processes paratransit trip requests from outside customers, many of whom are disabled. Determines estimated arrival times of paratransit vehicles to accommodate customer appointments, some of which are related to critical medical treatment. Responds to customer inquiries regarding paratransit schedules, policies and procedures.

ESSENTIAL FUNCTIONS:

Uses a telephone, fax machine, personal computer (PC) and complex software to obtain, enter, save and retrieve information related to trip requests and reservations.

Interacts with customers to obtain and clarify trip request data, identify travel time options and reserve specific trips.

Interacts with customers to confirm and/or cancel reservations and answer questions about paratransit policies and procedures.

Interacts with customers, VIA and contractor Dispatchers to determine estimated arrival times (ETA) of paratransit vehicles, and coordinates/relays information between customers and Paratransit Dispatchers.

Initiates phone calls to customers to confirm trip reservation information or relay additional information.

Presents a positive image of VIA by answering calls promptly, entering and retrieving data accurately and dealing with customers in a pleasant and patient manner.

Keeps written records of calls received and actions taken.

Performs related work as required.

This job description excludes marginal functions that are incidental to the position. Other duties may exist.

EDUCATION AND EXPERIENCE:

Must have high school diploma or equivalent, and at least six (6) months of customer service and data processing experience.

ADDITIONAL REQUIREMENTS:

Must learn and use the trip reservation functions of Trapeze software.

Must learn basic paratransit route operating procedures in order to accurately and effectively respond to customers’ questions.

Must have adequate speed and accuracy in the performance of data entry.

Must learn and follow a sequence of questions when processing trip requests.

Must anticipate and recognize inaccurate or inconsistent information, and ask follow-up questions to clarify and verify the customers’ travel needs.

Must have a cordial telephone voice and personality, and good verbal communications skills.

Must be patient with and helpful to those customers who have limited speaking and/or cognitive abilities, or who become emotional and impatient.

Must work cooperatively with a diverse group of Agents, Dispatchers and Schedulers.

Must work independently and make minor decisions, but which could have significant impact.

Must be able to use a fax machine and e-mail software to transmit documents and information.

Bilingual (English/basic Spanish) speaking ability preferred.

Must be able to maintain good work attendance.

Safety Accountability Statement:

- Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

- Demonstrate a professional commitment to assure compliance with all organizational policies, practices and programs; related to safety, health, and system security.

- Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

- Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

PHYSICAL REQUIREMENTS:

Must be able to sit for long periods of time, and occasionally reach and move objects weighing up 5-25 pounds.

WORK ENVIRONMENT:

Work involves regular, interactive, telephone activity with varying frequency of incoming calls.

Work takes place in an open office environment.

Work involves set shifts, selected by seniority, beginning as early as 4:00 AM and ending as late as 1:00 AM, including weekends and holidays.

The workplace is not accessible to pedestrians or bicyclists and is not served by VIA buses.