Paratransit Reservations

GENERAL STATEMENT OF JOB DUTIES

This Position is responsible for responding to routine calls and information requests that come through the Paratransit Information Center from the general public. The role involves accurately negotiating and scheduling regional ADA passenger trips using a scheduling software system. The Paratransit Reservationist position serves as a backup operator and is responsible for maintaining the continuity, efficiency, and effectiveness of the GoTriangle ACCESS Paratransit service by scheduling rides. The Reservations position is also responsible for providing timely, accurate, and courteous customer assistance and information services to the passengers of the Paratransit Division and the general public. Work requires following instructions and applying the acquired knowledge in responding to inquiries and requests to schedule service. The Position requires the incumbent(s) to exercise judgment and make decisions within the limits of established ADA policies, procedures, and guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer passenger calls regarding passenger trip reservations, cancellations and general questions pertaining to scheduled service.
• Utilizes trip itinerary software and other resources to respond to routine trip scheduling and ridesharing requests.
• Efficiently receives all ride request information from callers and repeats all information received to confirm accuracy.
• Records type of service/related information accurately on each ride request.
• Establishes rapport and professional confidence level with passengers and is sensitive to passengers needs
• Provide feedback to passengers in the way of follow-up calls as a course of duty as required by schedule changes.
• Communicate passenger trip changes in a timely manner to scheduling, dispatch, or vehicle operators. Communicates effectively with management staff regarding scheduling or passenger issues.
• Team player providing excellent customer service to passengers, radio dispatch, scheduler, and management staff.
• Professional telephone demeanor and office appearance. Receives and records customer feedback consistent with procedures.
• Mails schedules upon request.
• Maintains proper inventory of published service brochures.
• Tracks service complaints and records and answers customer suggestions, requests, and complaints; in writing or phone regarding complaint status and resolution.
• Operates all types of office equipment as needed including scheduling software.
• Prepares public correspondence/information as needed.
• Performs other duties as assigned and requested.
• Ability to successfully perform scheduled passenger trips on time and delivering them to their destinations safely while operating a vehicle for run assignment coverage.
• Expected to respect and maintain the confidentiality of records and any information regarding passenger information as confidential.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

• Must be able to work shifts or flexible work schedules as needed.
• Experience working with people with disabilities.
• Four years of reservations or related public contact experience.
• Well organized with an ability to multitask.
• Must be able to clearly speak and understand English; bilingual (Spanish) a plus.
• Confidence to work independently.
• Ability to perform multiple tasks simultaneously using a computer, answering a multi-line phone, virtual chat and responding to face-to-face inquiries.
• Pleasant conversational and helpful voice tone that demonstrates and an exceptional level of patience required to effectively communicate with the general public.
• Commitment to work during adverse weather.
• A working knowledge, keyboard dexterity, and comprehensive understanding of Microsoft Suite packages.
• Possession of a valid driver's license is required at the time of application and the ability to obtain and maintain a valid North Carolina Class A, B or C CDL license with Passenger Endorsement, along with physical exam certifications
• An equivalent combination of related education and experience may be substituted for the above-stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Working Conditions:

Works in an environment where there is some exposure to dust, noise, or extreme temperatures. May be moderately exposed to unpleasant working conditions including dust, noise, temperature, weather, petroleum products, and chemicals while visiting GoTriangle operating facilities, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided.

Physical Requirements:

Physical activity includes but is not limited to the ability to push, pull, reach, and talk. Must be able to hear well enough, with or without correction, to receive detailed information through oral communication. Must have visual acuity to determine color, depth, and field of vision, driving company vehicles; operating radio, computerized farebox, and computerized equipment; handling, holding, lifting passenger packages; hearing passengers' requests; locking, opening, climbing, balancing, bending, squatting, twisting, rotating, kneeling, vision (both near and far), speaking/signaling, reaching, pulling/pushing: right sided acceleration; manual operation of left sided window at driver's seat, mirrors to adjust inside/outside of vehicle; destination sign; sun visor; levers/buttons/switches needed to operate bus/make adjustments to parts of bus during pre-trip inspection; lap seat belt; bus seats up/down to access wheelchair areas on wheelchair accessible vehicles; emergency hatch to open and close in case of an emergency (rare) or if air conditioning failure; occasional pushing of wheelchair of at least 100 pounds, reaching below waist, waist to shoulder, above shoulder, repetitive motion of wrists, hands, arms, and/or fingers, unlocking while operating various switches and door handles; operating lift; removing items left on the bus by passengers; seeing that passengers are seated before moving bus into traffic; sitting in seat while driving; standing, walking to operate wheelchair lift; talking to answer passenger questions and to announce destination stops; and writing to document accidents, incidents, vehicle defects, etc.

EEO Statement:

GoTriangle is an equal opportunity employer. We are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and employment practices. Decisions are made without regard to race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected veteran and military status or other applicable legally protected characteristics.

Accommodations:

GoTriangle is firmly committed to a policy of nondiscrimination in employment and to a program of achieving total equality of opportunity for all applicants. If you require reasonable accommodation because of a disability for any part of the application or hiring process, please contact 919-485-7448. Please indicate the specific assistance needed