Job Description
Job Description
SUMMARY DESCRIPTION
The Customer Service Reservationist is responsible for providing excellent customer service through in-person, phone, and administrative support functions. This role involves scheduling transportation for eligible passengers using Ecolane software, assisting the public with information about van services, processing fare sales, and maintaining accurate records. The Reservationist is expected to schedule trips efficiently while maintaining a positive, courteous attitude throughout the process, including when handling complaints with empathy and professionalism. This position also supports communication of service changes and assists with Transit Center and Front Office operations as needed.
PRIMARY DUTIES AND RESPONSIBILITIES
• Answer incoming calls promptly and professionally while providing outstanding customer service.
• Schedule transportation for eligible passengers efficiently using Ecolane software.
• Maintain a courteous, empathetic, and professional demeanor while assisting clients, including during complaint resolution.
• Review and administer passenger applications to determine program eligibility.
• Assist customers with questions about bus routes, schedules, fares, and services.
• Answer inquiries related to bus schedules, route connections, detours, and service changes.
• Communicate route updates and detours clearly to customers and provide accurate, timely information.
• Keep printed schedules stocked and readily available at the Transit Center and Main Office lobby (if supporting Front Office or Transit Center).
• Process the sale of daily and monthly bus passes.
• Reconcile tickets collected by drivers and maintain accurate sales records for reporting.
• Communicate with Dispatch regarding trips that require immediate attention or have scheduling conflicts.
• Maintain a clean and organized work area.
• Report any unsafe conditions or unusual customer incidents to the Operations Manager.
• Support administrative tasks as needed and cross-train to assist at the Transit Center as required.
• Perform other job-related duties as assigned.
SKILLS AND QUALIFICATIONS
• High school diploma or equivalent; additional education in customer service or transportation is a plus.
• Previous experience in customer service or front-facing public role preferred.
• Strong verbal and written communication skills.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Proficiency in basic computer systems; experience with scheduling or dispatching software is a plus.
• Experience using Ecolane or similar scheduling software preferred.
• Strong attention to detail and organizational skills.
• A positive, professional attitude and a strong commitment to delivering outstanding customer service.
• Bilingual (especially Spanish) is a plus.
• Must successfully complete a pre-employment drug test and criminal background check.
• Ability to attend Ecolane software and job-related training.
• Commitment to following Authority policies, procedures, and safety standards.
EDUCATION & EXPERIENCE
Any combination of education and experience that provides the required knowledge, skills, and abilities. A typical way to obtain these qualifications includes:
• High school diploma or equivalent.
• Previous experience in a customer service or transportation-related setting preferred.