Reservationist and Customer Service Representative

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Job description

Overview: Transdev is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming.

The Reservationist & Customer Service Representative takes customer calls and schedules customer rides using a computerized scheduling system, and creates daily manifests for paratransit drivers based on customer demands.

Also investigates, resolves, documents, and responds promptly to basic customer complaints and positive feedback in accordance with company policies and procedures.

Responsibilities:

• Takes paratransit reservation information and schedules all customer rides using a computerized system; enters new customer information or changes into the system
• Provides customer service with late vehicle service, verifying "No Shows" and assisting riders with resolving service-related complaints
• Receives customer inquiries and complaints; answers questions and provides information about services; resolves customer inquiries relating to transportation; communicates resolution to customers and records feedback in customer relationship management database
• Creates daily manifests for paratransit drivers based on customer demands
• Monitors efficiencies of manifests to ensure that routes are logical and efficient based on customer needs
• Clearly and accurately documents issues
• Other duties as assigned

Qualifications: Education, Licensing, and Certifications:

• High school diploma or equivalent, such as GED, required

Experience Preferred:

• 1 year or more of customer service experience preferred.

Skills and Knowledge Required:

• Ability to read, comprehend and understand maps
• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases and routes
• Customer-service focused attitude
• Basic math, writing, and computer skills
• Ability to communicate via telephone with clear speech and a pleasant phone manner

Travel requirement (as a percent):
Pre-Employment Requirements:

• Must submit to drug testing and a background check

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.
• 100% of work is accomplished indoors and in air conditioned or well ventilated facilities
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer

If you have any questions, please contact us

About Transdev:

Based near Chicago, Transdev is the largest private-sector operator of multiple modes of transit in North America, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
EEO is the Law Poster:

Drug free workplace

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check.