Demand Response Control Center Service Coordinator I

WHAT YOU'LL BE DOING

· Answer MetroAccess “Where’s my ride Line”, “Cancellations” and “Open Return Line” to create, cancel, and confirm trips for MetroAccess customers, as well as other assigned skillsets and/or phone queues using Computer-Aided Scheduling and Dispatching Software (CASD)

· Answers Pickup calls from customers and schedule same day reservations using on-demand APP-based software

· Understand and apply Pick-Up and MetroAccess trip booking policies and rules including conditional eligibility enforcement

· Provides accurate information and outstanding customer service to customers and vehicle operators

· Provides support and general expertise to Control Center and Customer Service Representative staff.

· Assists in demand response service dispatch to monitor, document and direct vehicle operators, road supervisors and maintenance personnel through phone, radio and Teams interactions.

· Performs duties to positively impact real-time service performance of On-time-performance (OTP), Productivity (Passengers per Service Hour) and other Key Performance Indicators (KPIs)

· Support Demand Response initiatives and pilot programs

· Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action, and reporting safety and security concerns.

· Perform other duties as required and/or assigned.
 

WHAT YOU BRING

· High school diploma or GED required.

· Two (2) years of fleet dispatch, scheduling, or related experience in transportation; including one (1) year of customer service experience.

· Experience in demand response or Transportation Network Company (TNC) service delivery preferred.

· Bilingual (English and Spanish) is preferred.
 

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