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  • Demand Response Control Center Service Coordinator I


    CapMetro is looking for a responsible person to answer the ADA Paratransit MetroAccess where’s my ride, make cancelations, open returns phone queues, on-demand Pick-Up customer reservations, monitoring customer trips, assisting in demand response monitoring and directing vehicle operators, road supervisors and maintenance personnel.


    · 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.


    · 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.

    Click here for more information and how to apply!

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