Dispatcher/Reservationist

This position is responsible for directing the day-to-day demand response route operations and reports to the Operations Manager - DR or Assistant Operations Manager - DR. Duties involve daily communication and interaction with bus operators and customers. This position must also organize and conduct activities to assure safe, cost-effective, on-time operating performance. 

SUPERVISORY RESPONSIBILITIES
Responsible for supervision of route assignments, and coordination of vehicle assignments and maintenance, convey information to manager related to operations of service. Tracks and reports sign-in/sign-out times, assures demand response routes are timely, and communicates service issues to the Assistant Operations Manager - DR.

• Regularly monitors various service programs and operations performance; recommends improvements to increase overall efficiency and customer satisfaction
• Support departmental administrative activities for time reporting, safety, and service records
• Takes customer calls and communicates issues with drivers and Operations Manager as appropriate
• Monitors radio, telephones and on-road provision of service for quality
• Responsible for influencing positive employee morale and delivery of quality customer service
• Monitors and completes driver sign-in and sign-out daily
• May assign trips to drivers to ensure adequate disbursement of trips between all assigned routes
• Monitors daily system performance
• Participates in analysis and review of operating performance
• Answer passenger calls, collecting all necessary trip information for the permissible time period
• Provide  user information and tips about various ACCESS services to  current and new passengers in addition to potential passengers contemplating using the services 
• Complete data entry of passenger file information.  For specific trip requests, negotiate requested times where necessary or appropriate.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees
• Ability to handle multiple tasks accurately and effectively
• Excellent customer service
• Professional demeanor and appearance
• Notes closed and/or late starting of routes and communicates same to Operations Manager as appropriate
• Fills out staff attendance report
• Perform other duties as assigned

To execute this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability needed to perform this role.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE

• High School Diploma or equivalent required
• Associate degree (two years of college) preferred 
• Two (2) years of Customer Service or Bus Operator experience is preferred
• Previous dispatcher/customer call center experience preferred
• Experience with demand response or other dispatching/scheduling software preferred (or similar software experience)
• Additional education or experience may substitute for qualifications on a year for year basis

Maintain a valid California driver’s license, reliable transportation, adequate auto insurance as required by state law, and insurability by agency carrier for those driving agency vehicles. 

SAFETY SENSITIVE
This position is considered Safety Sensitive position and is subject to Drug and Alcohol testing as required by FTA CFR 49.

ADDITIONAL COMPETENCIES

• Proficient in Microsoft Office Suite, and related business software   
• Able to demonstrate professional phone manners
• Effective verbal and written communication skills to generate positive interactions with individuals of all abilities and backgrounds
• Ability to read and interpret complex technical specifications
• Strong diplomacy, tact, independent judgment, and problem-solving skills to draw conclusions and take appropriate actions under high pressure
• Capable interpersonal skills, a strong cross-functional team player with the ability to lead and maintain a diverse team atmosphere
• Ability to perform in a high demand, dynamic environment and effectively delegate and manage established deadlines and/or expectations
• Demonstrate a high level of integrity, objectivity, confidentiality, and professionalism
• Demonstrate a strong commitment to quality customer service
• Occasionally travel for company business using reliable transportation
• Maintain regular punctuality and attendance
• Willing to work non-traditional hours and days to meet the needs of this position

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to hear, see, sit, stand, keyboard/type, use dexterity of hands and fingers to operate office equipment, and occasionally balance, bend, push/pull, reach at, below, or above shoulder level, lift/carry up to 25 pounds.
 
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
While performing the duties of this job, the employee is occasionally exposed to outside weather conditions.  The noise level in the work environment is usually low to moderate.  While performing the duties of this job, the employee regularly interacts with the general public.  Choose an item. identify noise level.   

Note:  This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice at the discretion of GCTD.  

PRE-EMPLOYMENT PROCESS:
The process includes a job-specific pre-employment physical and drug screening to be completed by an industrial health clinic of our choice; criminal background and references will also be checked. All offers of employment are conditioned upon successful completion of this pre-employment process.

About Gold Coast Transit District
Gold Coast Transit District (GCTD) is a publicly owned transit agency which provides local bus service to the western portion of Ventura County. The agency, originally known as South Coast Area Transit, was organized in 1973 when the Ventura City Transit Lines and the Oxnard Municipal Bus Lines were merged to provide better transportation service both within and between the cities of Ojai, Oxnard, Port Hueneme, San Buenaventura and the unincorporated areas of western Ventura County between these cities.

Immigration & Control Act of 1986
 In order to comply with the provision of this law, all applicants prior to placement must provide proof of work eligibility and attest that they are a citizen, permanent resident alien, or otherwise authorized to be employed.

Equal Opportunity Employer

Gold Coast Transit District is an Equal Opportunity (at will) Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, sexual preference, gender identity, religion, age, veteran status, physical or mental disability, mental condition, or any other category protected by state or federal law.

In compliance with the Americans with Disabilities Act (ADA), if you need special assistance, please contact GCTD’s Human Resources at (805) 483-3959, Ext 138

Salary : $25 - $32