Mobility Customer Care Rep

Description

*THIS POSTING IS TO FILL THE CURRENT VACANCY AND TO ESTABLISH AN ELIGIBILITY LIST TO FILL ANY FUTURE VACANCIES THAT MAY OCCUR IN THE NEXT 6 MONTHS*

EDUCATION and/or EXPERIENCE 

An Associated Degree in Business Administration or related discipline. Three years of directly related progressively responsible job experience in a customer service function is required. Work experience in a call center environment is desired. Knowledge of transit services and operating policies within MARTA is desired. Must be proficient in the use of a personal computer and possess excellent interpersonal and communications skills. Knowledge of the Americans with Disabilities Act (ADA) and experience in the use of automated reservations and scheduling systems highly desirable. In lieu of educational requirement, directly related work experience may be substituted on a year for year basis.

INTERVIEW SELECTION PROCESS:  The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessments.

SUMMARY  

This position is the central point of contact to MARTA’s disabled community requesting origin to destination trip requests. Provides day-to-day call center interface, coordination of scheduling mobility/paratransit reservations for eligible Mobility Service customers. May provide customers with estimated times of arrival (ETA’s) for trips currently scheduled. Utilizes the Trapeze PASS (Paratransit Automated Scheduling System) software application to confirm biographical information, record origin and destination information, negotiate times, and schedule trips to routes to ensure prompt service. Interfaces with the disabled community to facilitate customer concerns, and to educate and communicate the Americans with Disability Act (ADA) regulations to ensure compliance and understanding. Assists Supervisors with compiling written reports and responding to inquiries regarding Mobility Operations. Develops recommendations on actions to be taken to address and eliminate recurring customer concerns. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

1. Provides prompt and courteous day-to-day call center interface and coordination of scheduling paratransit reservations for eligible Mobility Service customers and may convey information about schedule changes and estimated time of arrival (ETA). 

2. Utilizes the Trapeze PASS (Mobility Automated Scheduling System) software application to confirm biographical information, record origin and destination information, negotiate times and schedule trips to routes to ensure prompt service. 

3. Communicates with Supervisor immediate changes and updates in the Location File (Pre-established addresses) and Subscription Requests (travel patterns to and from same destination).

4. Interfaces with the disabled community to facilitate customer concerns and to educate and communicate the Americans with Disability Act (ADA) regulations to ensure compliance and understanding.

5. Assists the Customer Care Supervisors with compiling written reports and responding to inquiries regarding Mobility Operations. 

6. Develops recommendations on actions to be taken to address and eliminate recurring customer concerns. 7. Performs other related duties and assigned.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is ordinarily performed in a standard office environment. AMERICANS WITH DISABILITIES ACT If you are a qualified individual with a disability, you have the right to request that MARTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions. 

SPECIAL REQUIREMENTS 

Must be able to work weekend and holiday hours on a rotating basis. Some evening hours may be necessary.

AMERICANS WITH DISABILITIES ACT 

If you are a qualified individual with a disability, you have the right to request that MARTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions.

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Grade: 13

Classification: Non- Represented

Number of Openings: 6

Salary Range: $40,413 - $60,620