Paratransit Reservations Operator

About Greater Cleveland Regional Transit Authority

The Greater Cleveland Regional Transit Authority (GCRTA) provides transportation services for 150,000-200,000 customers on a typical weekday, or about 45 million rides annually, through a variety of services, including Healthline, bus, Paratransit, light rail, heavy rail, and vanpools. RTA is the 2019 recipient of the prestigious American Public Transportation Association (APTA) Gold award for Bus Safety & Security Excellence. We are proud to be one of northeast Ohio’s major employers with a workforce of over 2,100 employees carrying out our mission of Connecting the Community.

We offer a wide range of comprehensive benefits and programs to support the health and wellness of employees and family members including health benefits (medical, dental and vision), a wellness incentive program and participation in the Ohio Public Employee Retirement System (OPERS).

The Greater Cleveland RTA is searching for a Paratransit Operator Reservationist.

Duties: Schedule bus service for senior citizens and people with disabilities. Paratransit passengers are scheduled once a phone request is received via computer. Enters data into computer data base system regarding driver reports and customer information; responds to calls received through the TDD (Telephone Devices for the Hearing Impaired) phone lines. This position will promote a safe and secure atmosphere, follow all safety and security rules, and perform other related duties as assigned.

Minimum Requirements: Applicants must have a high school diploma or GED. Two (2) years of experience transporting and/or scheduling special transportation services for the elderly and disabled throughout the Greater Cleveland area is desirable. Applicants must have four (4) years customer service experience and possess exceptional written and oral communication skills. A minimum of one (1) year of call center experience and the knowledge and use of call center and customer service software and procedures is required. Applicants must possess basic MS Word and Excel skills. Applicants must be able to type 30 words per minute. Experience using a TDD line is a plus. Applicants must be proficient in a business supported computer environment. Proficiency in spreadsheet utilization is preferred. Applicants must successfully complete an eight-week (8-week) training program, which focuses on using a computer system to schedule passengers. Applicants should also have knowledge of landmarks and roads throughout the Greater Cleveland area. Applicants must be able to read and interpret maps. Applicants must have the ability to work with handicapped and elderly individuals and must be sensitive to the needs of the elderly and disabled community. Bilingual abilities are a plus.

Working Conditions: The working conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Environmental Conditions: The employee will work predominantly in an office environment. The employee is frequently exposed to mild vibrations.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend, stoop, climb, lift materials weighing up to 25 lbs.; reach overhead with hands and arms, handle or feel; see with normal visual acuity, talk and hear. Employees are frequently required to operate and maintain standard office equipment, which may include changing printer cartridges, typewriter ribbons, printer and facsimile machine paper. Employees are regularly required to monitor a video display terminal.

Mental Demands: Reading, watching, studying, observing, focused listening, concentrated attention to detail for prolonged periods of time, auditing, inspecting, tabulating data, proofreading, and analyzing.

Additional Information: The performance of these duties may be required at any time, day or night, any day of the week. The position is a bargaining unit position.

Examination Information: Candidates selected to participate in the hiring process will be notified of the exact time and place of the examination. The examination process will consist of four parts: a typing test (this is not included in overall score, but candidates must type 30 WPM to continue with the next portion(s) testing), an online assessment, performance assessment and/or interview, and record evaluation (for internal candidates only). Candidates must attain a minimum of 70% on all parts of the process, except 60% on the interview portion, to move forward in the process.

Weights for a final score will be assigned as follows for external candidates: Online Assessment: 50%, Performance Assessment and/or Interview: 50%. Weights for a final score will be assigned as follows for internal candidates: Online Assessment:50%, Performance Assessment and/or Interview: 35%, Record Evaluation: 15%. All candidates must score a minimum composite score of 70% in order to establish eligibility for the portion. Internal candidates must meet all record evaluation criteria in order to gain 15% weighting. Records evaluation information includes a review of the following:

• 
  5 or more absence occurrences
• 2 or more AWOL or absence control suspensions
• 3 or more active written reminders (regardless of the level)
• 5 or more misses (regardless of whether they are active or not active)
• 4 or more active tardies
• Drug or alcohol suspension
• Commercial Driver’s License (CDL) suspension
• Active Decision-Making Leave (DML)

AN EQUAL OPPORTUNITY/ADA EMPLOYER/DRUG FREE WORKPLACE