Bilingual Call Center Representative - Reservationist

Job Description

Job Description

Our client is a leading transit technology firm and they are seeking a Reservationist to join their growing team. This is a call center for the City of Phoenix.

The Reservationist will accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly.

Job Responsibilities:

• Answer passenger calls collecting all necessary trip information for the permissible time period.
• Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.
• Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate.
• ADA Paratransit and RideChoice policies and procedures
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
• Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel.
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries.
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
• Maintain accurate records and appropriate filing systems.
• Communicate effectively with operations staff regarding scheduling or passenger issues.
• Ability to handle multiple tasks accurately and effectively.
• Excellent customer service.
• Professional demeanor and appearance.
• Reliable in attendance.
• Use of paratransit software system to perform job-related tasks, including but not limited to
• • Accessing a customer’s eligibility information
  • Verifying and updating a customer’s address, phone number, email address and city of residence
  • Scheduling one-way trips, round trips, multi-legged trips and subscription trips
  • Determining whether/not a trip meets customer’s eligibility conditions
  • Determining whether a trip is within the ADA service area
  • Changing or cancelling a trip
  • Assigning a trip to an appropriate route or vehicle
• Team player and helpful to staff, management, and peers.

Talent Requirements:

• 2+ years of experience working in a fast-paced call center environment
• High School diploma or equivalent.
• Able to work in a fast-paced environment.
• Possess excellent decision-making skills.
• Excellent attendance record.
• Excellent verbal and written communication skills.
• Telephone speaking and/or call center experience is preferred, but not mandatory.
• Computer experience.

Benefits:

· Medical, dental & vision benefits – Including great Teladoc benefits

· Company provided life insurance & additional supplemental options

· 401K Plan

· Employee Assistance Program

· Paid time off - Including paid vacation & a floating holiday, sick days, and an annual employee “Volunteer Day”

Join a growing, mission-driven company where your work makes a real impact every day. We offer a supportive team environment, strong leadership, excellent benefits, and opportunities for long-term career growth.

Company Description

Join a growing, mission-driven company where your work makes a real impact every day. We offer a supportive team environment, strong leadership, excellent benefits, and opportunities for long-term career growth.