York Region is Looking for Trip Reservationist Full Time

POSITION PURPOSE

Under the direction of the Team Lead, this position is responsible for providing trip booking services to on demand customers, including receiving, entering, confirming and/or cancelling customer trip requests for the Regions on demand service.

MAJOR RESPONSIBILITIES

• Receives, records, books, cancels, confirms and adjusts advance bookings, standby service requests and various other service requests for customers.
• Enters trip request information into the appropriate system(s).
• Contacts customers regarding potential booking discrepancies and/or schedule changes as directed.
• Notifies dispatch of same day booking requests, changes or late vehicles.
• Answers inquiries from customers and the public regarding operating policies, changes, holiday service schedules, stop locations etc.
• Informs management and/or Team Lead of problems related to bookings, system issues etc.
• Contacts service providers, concerning late vehicles, and advises customers.
• Completes trip requests booking for cross boundary riders for customers and/or connecting municipal specialized transit services.
• Documents customer information in the Customer Relationship Management system and responds to customers after hours; forwards inquiries to Customer Service for further investigation as required.
• Contacts customer to audit previous day trips and document.
• Receives, records and updates customers file and informs internal stakeholders as required.
• Assists in the preparation of statistics to monitor performance.
• Records information on riders related to meeting eligibility requirements for follow-up by internal stakeholders.
• Conducts surveys on various subjects pertinent to on demand services and operations as requested.
• Keeps up to date on new or revised policies.
• Ensures that services provided meet Regional customer service standards.
• Participates on committees, work groups, task forces and special projects, as assigned.
• Manages information in accordance with legislation and corporate standards.
• Performs other duties as assigned, in accordance with Branch and Department objectives.

QUALIFICATIONS

• Successful completion of a Secondary School Diploma or approved equivalent combination of education and experience.
• Minimum one (1) year customer service experience including call centre or dispatch centre experience.
• Demonstrated experience working with persons of disabilities.
• Knowledge of specialized transit scheduling software.
• Demonstrated ability in the Region’s leadership/and core competencies.
• Knowledge of on demand transit operating policies and procedures.