What are the responsibilities and job description for the Reservations Specialist position at Chattanooga Area Regional Transportation Authority...?
.Summary:
The Reservations Specialist is responsible for providing helpful information to CARTA Go and Care-A-Van riders, scheduling trips, managing cancellations, providing estimated times of arrival (ETAs), and documenting customer feedback for follow-up and investigation. This role is essential in maintaining high standards of service and efficiency, ensuring timely and accessible transportation for eligible riders.
Essential duties and responsibilities:
Other duties may be assigned that are in keeping with the goals and objectives of CARTA.
1. Customer Service:
- Properly negotiates customer booking requests to ensure efficient routing of trips.
- Utilizes assigned booking scripts for various phone call types through multiple ACD phone queues.
- Assists riders with trip cancelations, estimated arrival times, and general information.
- Ensures minimal errors through booking.
- Provides superior customer service to the general population, and the ADA community.
- Ensures average call handling time and queue wait times meets or exceeds standards.
- Maintains a professional demeanor and appearance.
- Ability to follow agency policy and procedures.
- Maintains strong working knowledge of the greater Chattanooga area.
- Ensures accurate data entry.
2. Compliance and Eligibility Verification:
- Verify customer eligibility for paratransit services based on program guidelines.
- Follow all federal, state, and local transportation regulations, ensuring all ADA (Americans with Disabilities Act) guidelines are met.
· Maintain accurate logs of customer interactions, including any updates or changes to their account information.
3. Collaboration:
- Work closely with schedulers, dispatchers, and eligibility team members to ensure seamless service delivery.
- Assist with scheduling production.
Qualifications:
Education:
- High school diploma or equivalent required.
Experience:
- Previous experience in customer service, call center operations, or transportation services is preferred.
- Familiarity with the Americans with Disabilities Act (ADA) and paratransit services is an advantage.
Skills:
- Strong verbal communication and active listening skills.
- Ability to multitask and handle a high volume of calls.
- Proficiency with computer software, including scheduling systems and data entry.
- Excellent organizational skills with attention to detail.
- Ability to remain calm and patient under pressure.
Work Environment:
- The position is typically based in an office environment with standard hours that may include weekends and Holidays.
- Ability to sit for extended periods and use a computer and phone system effectively.
CARTA is an equal opportunity employer. We embrace diversity and are dedicated to fostering an inclusive environment for all employees.
Job Type: Part-time
Pay: $21.65 - $24.96 per hour
Expected hours: 30 per week
Schedule:
- 8 hour shift
- Evening shift
- Night shift
Ability to Commute:
- Chattanooga, TN 37403 (Required)
Ability to Relocate:
- Chattanooga, TN 37403: Relocate before starting work (Preferred)
Work Location: In person
Salary : $22 - $25
