Transit Support Representative



Job Title: Dispatcher – Transit Support Representative

Transit Support Representative is responsible for handling incoming calls from customers/riders who wish to make reservations for transportation. providing up-to-date information to customers/riders on routes, schedules and other pertain information. Responsible for recording, entering data, routing, relaying and dispatching calls for transit services and non-emergency paratransit services. Support clients, drivers, office staff and management to deliver transit services to the community of disabled, elderly, and low-income people primarily through new client registration, phone and electronic ride requests, and scheduling.  Track and pull reports on calls, rides, etc.

Qualifications

• Ability to function independently using good judgement and maturity.
• High school diploma or GED.
• Able to pass a background check and drug test.
• Working knowledge of two-way radio systems and multi-line phone systems
• Ability to identify, evaluate and resolve emergency and complex transit operational problems effectively
• Ability to be sensitive to operational work problems, passenger concerns, safety issues and the public image of the transit department.
• Possess good judgement and excellent human relations skills with the ability to communicate effectively with the customers/riders.
• Ability to work all shifts between 6 AM and 6 PM including Saturdays and holidays (as needed)
• Knowledge of or the ability to learn basic MS Word, MS Excel and any specialized routing software used by the company
• Proficiency in understanding, researching, and analyzing complex route and schedule information and using and interpreting maps and other resource material.
• Ability to manage time and workload effectively which includes planning, organizing and prioritizing.
• Must be able to review, complete, and submit paperwork electronically.

Skills:

• Superior phone, verbal, and written communication skills
• Communicates with compassion and respect
• Ability and flexibility to work in a dynamic, multi-tasking environment
• Ability to handle distractions and remain focused on a consistent basis
• Exceptional attention to detail
• Ability to maintain composure in stressful situations
• Understanding of the operation of paratransit vehicles and equipment.

Preferred Skills:

• Strong comfort level of general IT related tasks in both hardware and software (old and implementing new)
• Experience with scheduling
• Experience with dispatching
• Experience with Route Match and/or other transportation software

Duties and Responsibilities:

Complete an accurate intake and registration into RouteMatch (RM), AAA and NEMT for all clients requesting services via telephone or electronic request form within 24 hours of request.

• Assess clients for program and funding eligibility, geographic eligibility (non-duplicative MMT service) and enroll new clients in database.
• Answer incoming customer calls in a timely and professional manner, provide accurate information to customers and the public about services provided.
• Researches and investigates customer service issues via driver manifests and dispatch reports and coordinates with contractors, service providers and internal staff to gather information regarding responses. Documents resolutions and/or follow-ups. Communicates complaint resolution to the customers/riders.
• Communicate with customers/riders via phone, email and/or in person.
• Receive calls from customers/riders requesting, canceling, or changing transportation.
• Maintain a variety of computer and manual logs, records and files related to paratransit dispatching activities.
• Enter, update, transmit and retrieve billing information through routematch and other technology systems.
• Perform a variety of record keeping, filing, indexing and other general clerical duties.
• Provide knowledgeable answers to questions about routes, schedules, and availabilities for rides.
• Work with internal departments to meet customer needs
• Perform weekly verification and mapping of ride eligibility.
• Schedule all demand response rides to a vehicle and confirm trip is scheduled with riders.
• Schedule to a bus with client on phone to confirm or deny at time of request and avoid repetitive call backs, missed calls, and other inefficiencies. Correct origin and destination, funding source, mobility type, and other pertinent information entered on a consistent basis. Scheduled to correct vehicle.  
• Optimize all trips to fleet vehicles verifying each vehicle’s availability by day and up to 30 days in the future.
• Prepare all materials daily for next day operations to include print driver short sheet and distribute in driver boxes and email drivers start times for next day.
• Actively manage moving ride requests into scheduled status, ensure riders are picked up after or at 7am and not earlier), and no rider is on a vehicle longer than 90 minutes. Buses are to be marked unavailable when not in service. 
• Verify and reconcile tickets, forms, fares, and donations from drivers.  Enter data into RouteMatch Verification module. 
• Reconcile SCAA and NEMT forms and tracking spread sheet for billing daily.
• Monitor web and mobile app ride requests every 30 minutes and then either accept or deny request
• Monitor dispatch and ensure drivers are on-time. If dispatch module screen projects arrival or drop off is outside the 15-minute flex window, the rider is notified immediately.
• Performs other duties as assigned

Placement Type: Contract to Direct

Schedule:  Full Time - Ability to Work 6am to 6pm including Saturdays and holidays as needed

Pay: $18.50 to $22.50