Paratransit Service Representative

PARATRANSIT SERVICE REPRESENTATIVE

Job Summary – Essential Functions:

The Paratransit Service Representative is responsible for assisting customers by efficiently scheduling trips on various CATA paratransit services in a manner that is cost effective, efficient, safe, and provides the highest level of service quality possible. The essential functions include the following:

• Promptly answer paratransit office telephones and provide excellent customer service.

• Schedule requests for paratransit service that are the most cost effective, efficient, and safest possible.

• Consult with Paratransit Scheduler to resolve service and scheduling issues.

• Create and maintain customer files, location files, vehicle files and operator manifests

• Create, edit, and discontinue runs when schedules change.

• Process telephone and written requests for information and service.

• Assist in implementing procedures for paratransit services.

• Provide backup and relief for paratransit dispatch.

• Know and provide customers with information on all CATA services and service areas.

• Provide timely, reliable, and effective reports and communications, written and oral.

• Assist the Paratransit Manager, as requested.

• Provide backup and relief for other Paratransit and Customer Service Department personnel.

• Participate as an effective member of the CATA administrative team and perform all duties described.

Reports To:

Paratransit Manager

Duties:

• Utilize software applications, including Trapeze Pass.

• Enter customer concerns and compliments in the Customer Call Record database.

• Accurately maintain customer and ridership records to meet State and Federal reporting regulations.

• Maintain good and professional relations with customers, CATA contractors, and human service agencies that schedule services, and the public in general.

• Refer customers to other services as applicable.

• Provide required data, materials, and reports, both oral and written.

• Follow high standards and practices at all times, including adherence to CATA’s commitment to equal employment opportunity.

• Work flexible schedules as needed outside of regular business hours and in excess of 40 hours per week to meet responsibilities.

• Maintain service and quality standards.

• Follow and promote safe work practices and all CATA safety rules, policies, and procedures.

• Consistently provide prompt, courteous, and appropriate service to the public.

• Know and perform all job duties within essential functions and as directed by CATA management, policies, procedures and contractual agreements.

• Perform other duties as required by the Paratransit Manager.

Qualifications:

• High school degree minimum.

• Must have very good data entry, typing, and map reading skills.

• Excellent customer service skills.

• Proficient computer skills, including Microsoft Office Suite and other current computer applications used at CATA.

• Experience with transit software programs preferred.

• Able to communicate effectively with contractors, customers, and employees.

• Able to communicate effectively, handle details, meet deadlines, and work independently and under general direction.

• Very neat and professional appearance.

• Able to perform essential functions and duties and to perform other tasks as assigned.

• Cooperative, willing to work with and learn from others, and able to respond productively to change.

• Punctual and reliable attendance as necessary to meet ongoing service requirements for public transportation.

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THIS JOB DESCRIPTION IS STATED IN GENERAL TERMS AND DOES NOT DESCRIBE ALL DUTIES WHICH MAY BE ASSIGNED OR REQUIRED.

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