Reservationist

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MV Transportation Roseville Division is seeking aReservationistto accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly.

Job Responsibilities

Serve as the primary point of contact for eligible passengers, efficiently and professionally answering incoming calls to gather comprehensive trip details within established service parameters and timelines.
• Accurately and thoroughly collect all required information for trip scheduling, including passenger name, contact details, pick-up and drop-off locations, desired travel times, mobility needs, and any other pertinent information.
• Proactively educate current, new, and potential passengers on the transportation service, clearly explaining eligibility requirements, service areas, operating hours, reservation procedures, fare structures, and any relevant policies.
• Provide comprehensive guidance on effectively utilizing the transportation service, addressing passenger inquiries, troubleshooting common issues, and promoting a positive user experience.
• Efficiently and accurately input and update passenger profile information in the customer database, ensuring data integrity and completeness.
• Process trip requests with precision, entering all necessary details into the scheduling system while skillfully negotiating pick-up and drop-off times with passengers when necessary to optimize routing and service efficiency.
• Initiate proactive follow-up calls to passengers as part of standard procedures or to communicate essential updates, such as schedule adjustments, service alerts, or trip confirmations.
• Clearly and professionally convey any necessary changes or updates to passengers, ensuring they are well-informed and minimizing potential inconvenience.
• Promptly and accurately communicate passenger cancellations through designated channels (e.g., phone, email, system updates) to the scheduling, dispatch, and vehicle operations teams, minimizing disruptions and optimizing resource allocation.
• Diligently maintain and update passenger records in the customer database, ensuring accuracy of information related to status, contact details, fare categories, rider types, and any other critical data points.
• Actively contributes to a safe and organized work environment by adhering to safety protocols, identifying potential hazards, and taking proactive measures to prevent injuries to oneself and colleagues.
• Establish and maintain organized and accurate record-keeping and filing systems (both physical and electronic) to ensure efficient retrieval of information and compliance with internal procedures.
• Demonstrate a proactive willingness to undergo cross-training and competently perform duties within the dispatch center as needed, contributing to operational flexibility and team support.
• Maintain clear, concise, and professional communication with operations staff regarding scheduling inquiries, passenger feedback, and any arising issues to ensure seamless coordination and problem resolution.
• Demonstrate strong multitasking abilities, efficiently managing phone calls, data entry, and information retrieval while maintaining accuracy and attention to detail in a fast-paced environment.
• Provide exceptional customer service with a positive and helpful attitude, actively listening to passenger needs, addressing concerns effectively, and striving to exceed expectations in every interaction.
• Maintain a professional and courteous demeanor, both in verbal and written communication, and adhere to the company's standards for professional appearance.
• Maintain consistent and reliable attendance, adhering to the assigned work schedule to ensure adequate staffing and operational efficiency.
• Collaborate effectively as a supportive team member, readily offering assistance to colleagues, management, and peers, and contributing to a positive and productive work environment.

Talent Requirements:

• High School diploma or equivalent.
• Able to work in a fast-paced environment.
• Experience in paratransit scheduling utilizing SPARE, preferred.
• Able to input data.
• Possess excellent decision-making skills.
• Excellent attendance record.
• Excellent verbal and written communication skills.
• Telephone speaking and/or call center experience.
• Computer experience.

Starting pay rate: $19.88/hour

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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