Mission
Customer Service Representative
Job Summary
The Customer Service Representative will be responsible for executing daily customer service objectives and handling passenger trip reservations. This role requires consistent communication with ADA passengers, the general public, and coordination with dispatchers and schedulers. Additionally, the position includes providing backup support for dispatchers, schedulers, and customer service. The ideal candidate must demonstrate the ability to de-escalate high-energy situations, deliver exceptional customer service, listen carefully to customer requests, accurately book reservations, exhibit patience with ADA assistance needs, and handle multiple tasks simultaneously.
Job Responsibilities
•Respond to passenger inquiries regarding trip reservations, cancellations, and general transportation-related questions for both TransAID and fixed-route services.
•Perform accurate data entry tasks.
•Conduct follow-up calls to passengers as part of regular duties or when required by schedule changes.
•Communicate any passenger trip changes promptly to scheduling and dispatch teams.
•Maintain precise records and organize appropriate filing systems.
•Ensure effective communication with management regarding any scheduling or passenger-related issues.
•Manage multiple tasks efficiently and with a high degree of accuracy.
•Provide exceptional customer service to passengers, dispatchers, schedulers, management staff, and operators.
•Maintain a professional telephone demeanor and adhere to office-appropriate attire at all times.
•Perform any other related duties as assigned.
Education and Experience
•A minimum of two (2) years of experience in reservations or clerical work within a customer service environment.
•High School diploma or equivalent is required; additional education is a plus.
Knowledge/Skills/Abilities
•Strong familiarity with the Americans with Disabilities Act (ADA) of 1990, including its laws and procedures.
•Proficiency with computer systems related to demand response transportation services.
•Solid knowledge of modern office equipment, procedures, and computer operations.
•Demonstrated interpersonal and customer service skills.
•Excellent verbal and written communication, as well as decision-making abilities.
•Proficient in using computers, telephones, standard office equipment, and managing files.
•Ability to perform in a fast-paced environment with consistent accuracy in booking trip reservations.
•Demonstrate sensitivity and respect when interacting with a diverse group of individuals, including the elderly and persons with disabilities.
•Must maintain a stellar attendance record.
•Ability to speak and understand English clearly; bilingual skills are a plus.
Note: Candidates must meet the above qualifications to be considered for the position. All requirements will be strictly enforced to ensure the highest level of service and efficiency