Customer Service Representative - Go Bus Scheduler

The Rapid is looking for a Mobility Assistant (Go Bus Scheduler) to join our team!

Where public transportation goes, community grows.

If you are ready for a career where every day you are making a positive impact on our community, then it is time you explored The Rapid! The Rapid is a public transportation organization headquartered in Grand Rapids, MI. We serve the following communities: Grand Rapids, East Grand Rapids, Grandville, Kentwood, Walker, and Wyoming.

Position Summary:

As a Mobility Assistant at The Rapid, you will interact with customers to provide information in response to inquiries regarding service eligibility, scheduling/reservations and operations. Maintain system and contract carrier information to handle questions and resolve complaints.

Here's what you can look forward to as a valued member of our team:

• Hourly rate: $18.92
• Work Schedule:
  • Sunday, 8:30AM - 4:30PM, Monday- Thursday 8:30AM - 5:00PM
  • Full-Time
• Health Insurance - We offer three medical plan options through Priority Health for you, your spouse, and/or children. A Health Savings Account with an employer contribution and match is available with our High Deductible Health Plan!
• Dental Insurance - The Rapid offers two dental options through BCBSM, including orthodontic coverage.
• Vision Insurance - Is offered through BCBSM, utilizing the VSP network.
• Retirement Contribution - You are eligible to participate in a 457 Retirement Saving plan on your first day. We offer an employer matching program!
• Life Insurance and Short-Term Disability -Benefit from basic life and AD&D Insurance and short-term disability provided by The Rapid.
• Wellbeing and Fitness - We provide an employee assistance program. You can enjoy our onsite fitness center and gym membership reimbursement.
• Explore your community - Your employee badge is your ticket (and your eligible dependents) to riding The Rapid for FREE!
• Vacation - Your vacation time accrues at 8 hours per month and Sick time accrues at 6 hours per month

What will you be doing in this role:

• Confer with customers by telephone or in person to schedule trip reservations and provide information about services. Verify customer eligibility, cost share and program parameters. Resolve customer complaints or forward when appropriate.
• Maintain current and accurate customer records by correctly entering/updating information as required.
• Properly manage and update systems for ride cancellations, changes and customer "no-shows" as reported.
• Act as liaison between customers, carriers and leadership to ensure quality and timeliness in service.
• Work extensively with online scheduling system to ensure accuracy in ride requests and bus/route assignments.
• Work closely with paratransit scheduler when necessary to accomplish functions.
• Other duties as assigned

To be successful in this role you will need:

• High school diploma PLUS one (1) or more years of related experience
• Basic computer skills including Microsoft Office. Ability to learn scheduling software and other proprietary systems required.

Physical Demands:

Must frequently lift or move up to 30 pounds for movement of boxes, files or other items. May also include frequent bending, stooping, squatting, pushing and pulling. Regularly required to sit for extended periods. The employee is frequently required to walk and stand. Use of hands and arms is necessary to reach or use various tools or objects. Specific vision abilities required by this job include close vision and ability to adjust focus. Employee is required to perform job duties in accordance with existing health and safety procedures and policies.

The Rapid is an EEO Employer. Minorities, veterans, and women are encouraged to apply. The Rapid is committed to employing people with disabilities and making reasonable accommodations for them. Let our recruiter know if you need an to request an accommodation at any point during the application/interview process.