Paratransit Lead Reservation Agent

Job description

GENERAL DESCRIPTION OF WORK: In coordination with the Paratransit Reservation Agent Supervisor, responsible for the daily direction and oversight of Paratransit Reservation Agent activity. Works in cooperation with other Paratransit Lead Reservation Agents to organize, monitor, assist and evaluate the performance of individual Reservation Agents. Ensures that appropriate policies and procedures are followed. Collects and evaluates performance data and investigates customer complaints regarding trip reservations and related issues.

ESSENTIAL FUNCTIONS: Assists the Paratransit Reservation Agent Supervisor in developing Master work schedule and Holiday schedules for Reservation Agents. Recruits Reservation Agents for overtime duty as needed to maintain adequate staffing levels. Interprets policies and procedures in the absence of the Reservation Agent Supervisor. Monitors the number and duration of incoming calls and assigns Reservation Agents to appropriate workstations as necessary to answer calls promptly. Assists individual Reservation Agents in responding to unusual or difficult trip requests and trip status inquiries. Answers incoming calls during periods of high activity. Assists in monitoring and evaluating the performance of individual Paratransit Reservation Agents by listening to live and recorded phone calls; collecting attendance data; reviewing customer commendations and complaints; and by discreet observation. Assists the Paratransit Reservation Agent Supervisor in preparing annual Evaluations of Agent Performance, End of Probation reviews and semi-annual Performance Reviews in accordance with established procedures. Monitors compliance with new directives from VIA management and policymakers. Collects performance and productivity data for individual Reservation Agents and for the Paratransit Reservation Section as a whole. Investigates and prepares reports on specific issues as directed by the Paratransit Reservation Agent Supervisor. Investigates customer complaints related to the Paratransit Reservation Section and provides findings and recommendations to the Paratransit Reservation Agent Supervisor. Participates in frequent meetings with the Reservation Agent Supervisor and other staff. Assists personnel from other VIA departments and divisions in research and program development, as directed by the Paratransit Transportation Administrator. This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

REQUIRED EDUCATION AND EXPERIENCE: High School diploma or the equivalent; additional applicable business school, college, or trades training courses and one or more years of directly applicable experience in data entry, customer service and workforce oversight; or an acceptable combination thereof. Call center experience very helpful.

ADDITIONAL REQUIREMENTS: Basic technical and operating knowledge of paratransit service. Familiarity with interactive software such as OpenScape, Timegate, Transit Master playback, and Trapeze software. Must have adequate speed and accuracy in the performance of data entry, using MS Word, MS Excel or equivalent. Ability to operate multi-line telephone console and voice recording/retrieval equipment. Must be able to perform all Essential Functions of the Full/Part-Time Paratransit Reservation Agent position. Must treat all Reservation Agents fairly and even-handedly, using a participatory style of leadership. Good problem-solving skills and ability to make independent judgments. Ability to recognize and respond appropriately to information and situations that need attention or intervention by the Reservation Agent Supervisor or other management-level staff. Above-average verbal and written communication skills. Ability to remain focused and patient with customers who may have impaired communication skills and/or cognitive abilities. Must respect and maintain the confidentiality of sensitive/personal information. Bilingual (English/basic Spanish) speaking ability strongly preferred. Must be able to maintain good work attendance. Safety Accountability Statement: - Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers. - Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security. - Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department. - Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used. Must comply with and support all applicable VIA EEO Policies and Procedures.

PHYSICAL REQUIREMENTS: Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5-25 pounds of objects, such as files, equipment and supplies, and books.

WORK ENVIRONMENT: Work involves frequent verbal interactivity with Reservation Agents and customers. Work takes place in an open office environment, with some early morning, evening and/or weekend hours. Work requires occasional off-site meetings. VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.