Client Services Rep - A

Paratransit Service Representative

The Paratransit Service Representative is responsible for assisting customers by efficiently scheduling trips on various CATA paratransit services in a manner that is cost effective, efficient, safe, and provides the highest level of service quality possible. The essential functions include the following:

Promptly answer paratransit office telephones and provide excellent customer service.

Schedule requests for paratransit service that are the most cost effective, efficient, and safest possible.

Consult with Paratransit Scheduler to resolve service and scheduling issues.

Create and maintain customer files, location files, vehicle files and operator manifests

Create, edit, and discontinue runs when schedules change.

Process telephone and written requests for information and service.

Assist in implementing procedures for paratransit services.

Provide backup and relief for paratransit dispatch.

Know and provide customers with information on all CATA services and service areas.

Provide timely, reliable, and effective reports and communications, written and oral.

Assist the Paratransit Manager, as requested.

Provide backup and relief for other Paratransit and Customer Service Department personnel.

Participate as an effective member of the CATA administrative team and perform all duties described.

Reports To: Paratransit Manager

Duties:

Utilize software applications, including Trapeze Pass.

Enter customer concerns and compliments in the Customer Call Record database.

Accurately maintain customer and ridership records to meet State and Federal reporting regulations.

Maintain good and professional relations with customers, CATA contractors, and human service agencies that schedule services, and the public in general.

Refer customers to other services as applicable.

Provide required data, materials, and reports, both oral and written.

Follow high standards and practices at all times, including adherence to CATA's commitment to equal employment opportunity.

Work flexible schedules as needed outside of regular business hours and in excess of 40 hours per week to meet responsibilities.

Maintain service and quality standards.

Follow and promote safe work practices and all CATA safety rules, policies, and procedures.

Consistently provide prompt, courteous, and appropriate service to the public.

Know and perform all job duties within essential functions and as directed by CATA management, policies, procedures and contractual agreements.

Perform other duties as required by the Paratransit Manager.

Qualifications:

High school degree minimum.

Must have very good data entry, typing, and map reading skills.

Excellent customer service skills.

Proficient computer skills, including Microsoft Office Suite and other current computer applications used at CATA.

Experience with transit software programs preferred.

Able to communicate effectively with contractors, customers, and employees.

Able to communicate effectively, handle details, meet deadlines, and work independently and under general direction.

Very neat and professional appearance.

Able to perform essential functions and duties and to perform other tasks as assigned.

Cooperative, willing to work with and learn from others, and able to respond productively to change.

Punctual and reliable attendance as necessary to meet ongoing service requirements for public transportation.

THIS JOB DESCRIPTION IS STATED IN GENERAL TERMS AND DOES NOT DESCRIBE ALL DUTIES WHICH MAY BE ASSIGNED OR REQUIRED.

Capital Area Transportation Authority