Lead Paratransit Reservationist Position Available In Essex, New Jersey

Lead Paratransit Reservationist NJ Transit – 3.7

Newark, NJ Job Details Estimated:

$40.3K – $46.8K a year 2 hours ago Benefits 401(a) Health insurance Dental insurance Flexible spending account Tuition reimbursement Vision insurance 401(k) matching Life insurance Prescription drug insurance Qualifications Microsoft PowerPoint Microsoft Word Microsoft Excel Customer service English Mid-level Windows High school diploma or GED Paratransit Typing 2 years Full Job Description Summary Responsible for assisting Access Link customers by answering their questions and scheduling their travel or reservation plans within the ADA Service area. Monitoring and handling escalations from agents and other internal groups and external sources. Roles and Responsibilities Receives telephone reservation requests and general inquiries, validates trip information using a computerized digital map, interprets trip itineraries to determine trip eligibility, fares and appropriately schedules trip requests into the paratransit operating schedule using the windows-based paratransit computer system PASS in an accurate and timely fashion. Makes follow-up calls to inform customers of schedule changes, service updates and post scheduling trip negotiations. Processes digital reservations and group trip requests accurately and efficiently, ensuring all customer needs and scheduling requirements are met in accordance with Access Link policies. Processes changes to customer records, trip comments, frequent trip information manually or via computer system in an adequate and timely fashion. Performs related administrative tasks in support of paratransit operations. Provides coaching and guidance to reservationists on errors encountered during the Access Link reservation process, ensuring understanding of procedures, reinforcing accuracy, and supporting continuous improvement. Provides question/answer assistance to Assistant Operations Supervisor by disseminating reservation process updates/directives and checking reservations as directed by Operations Supervisors. Processes Feeder Service/Intra-Modal Service Trips, distributes weather forecast daily to staff and research addresses and other information using Internet search engines/tools. Handling escalated customers concerns with professionalism and tact, ensuring issues are addressed promptly or appropriately elevated for resolution.

This Position Supervises:

Reservationist staff Education, Experience and Qualifications / KNOWLEDGE & SKILLS

REQUIRED

High school diploma or equivalent A minimum of two (2) years of inbound telephone customer service functions utilizing computers to handle customer concerns. Any relevant combination of work experience and education

Knowledge and Skills:

Ability to type proficiently and speak clearly in English is required; proficiency in other languages is desired. Excellent Oral, and written skills required. Proficiency in MS Word, Excel and MS PowerPoint is required. Certificates, Licenses, Registrations None Working Environment Primarily office environment, off-site visits occasionally Physical Demands Other Conditions Must be able to work all shifts, including weekends, nights, holidays, and travel to any location within the State of NJ, including those not accessible via public transport. This position is classified as “Essential Operational” and will be required to report to work during adverse weather or commuting conditions. At NJ Transit you will enjoy a competitive salary and excellent benefit package: Comprehensive Family Health Insurance – Prescription, Dental, Vision Flexible Spending Account Prescription Life Insurance Paid Leave 401 A, 401K Retirement Plans- up to 9% match Tuition Assistance Qualified Transportation Expense Plan (QTE) At

NJ TRANSIT

we support and depend upon the diversity of our staff.

NJ TRANSIT

is an Equal Opportunity Employer