About Citrus Connection

Route Reservationist

Position Type: Full-Time

Reports To: Call Center Supervisor

FLSA Status: Non-Exempt

Department:  Regional Mobility Call Center

SUMMARY: This position requires positive customer service skills while dealing with consistent phone calls, scheduling, giving out route information, performing various clerical duties such as emailing, faxing, copying, filing and compiling research. Successful employees in the call center demonstrate high standards of excellence, hard work/dedication/professionalism, respect, adaptability, dependability, patience, and teamwork.

ESSENTIAL JOB FUNCTIONS:

1. Responsible for negotiating and scheduling trip request from Para Transit passengers.
2. Responsible for verifying client eligibility via Trapeze
3. Assuring trips are scheduled according to approved funding.
4. Responsible for providing Fixed Route information to Fixed Route Passengers. Using CCbusinfo, and AVAIL.
5. Communicates client changes to Dispatch for follow-up via TEAMS
6. Respond to incoming calls and routing to other departments for follow-up.
7. Verify address to determine service availability prior to sending applications.
8. Communication with Intake specialist regarding passenger transportation opportunity.
9. Responds to complex inquiries from clients in order to provide or clarify information on company and departmental services, procedures and policies.
10. Responsible for following District, Local, State, and Federal rules, policies, and procedures for public transit.
11. Communicate any escalated service issues to Call Center staff, Operations, and Safety.
12. Communicate to management personnel any issues that impede the efficient operation of the call center.
13. Forecasts client’s needs and proactively works to address questions, issues, and concerns.
14. Participate in emergency management for special needs shelter evacuations.
15. Attend department/district meetings and trainings.
16. Participates in community outreach events, workshops, and presentations.
17. Other duties as assigned.

MINIMUM JOB REQUIREMENTS:

High school diploma or G.E.D. required; one (1) year of customer service, or related duties. Computer skills, specifically Microsoft Office required. An equivalent combination of education and experience that is determined to be directly related to the specific requirements may be substituted. Trapeze experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Must be able to read, understand, and communicate in English.
• Ability to multi-task in a fast-paced environment.
• PC literate, basic skills in Microsoft Office Suite, and Internet Research
• Ability to do basic math.
• Must be a self-starter; able to work independently.
• Consistent in attendance and stable work history.
• Strong interpersonal and conflict resolution skills.
• Ability to communicate effectively with management, internal staff and external vendors.
• Ability to establish effective working

PREFERRED BUT NOT REQUIRED:

Bilingual

WORKING ENVIRONMENT and PHYSICAL DEMANDS:

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Must be able to work in an environment that may be crowded or noisy, where work can be repetitive or stressful, with little time between calls.
Employee will be sitting for long periods of time, operating a computer, and phone, using repetitive movement requiring manual dexterity and fine motor skills. Employee is frequently required to talk, walk and sit. Employee may regularly lift and/or move up to 10 pounds and infrequently lift and/or move up to 25 pounds.