SUMMARY:

This position requires positive customer service skills while dealing with consistent radio and phone work while at the same time, performing various dispatch and clerical duties such as faxing, copying, filing and compiling research. Successful employees in the call center demonstrate high standards of excellence, hard work/dedication/professionalism, respect, adaptability, dependability, patience and teamwork.

ESSENTIAL JOB FUNCTIONS

1. Responsible for negotiating and scheduling trip request from Para Transit passengers. 2. Responsible for verifying client eligibility via Trapeze 3. Assuring trips are scheduled according to approved funding. 4. Ensure all booked trips are checked daily for accuracy. 5. Communications with Internal and External staff regarding passenger transportation opportunity 6. Responsible for tweaking Manifest to assure no violations 7. Update clients profiles when notifications errors occur 8. Responsible for providing Fixed Route information to Fixed Route Passengers. Using CCbusinfo, and

AVAIL. 9.

Communicates client changes to Call Center for follow-up via

TEAMS 10.

Respond to incoming calls from Internal and external customer (Operation, safety, maintenance) 11. Verify address to determine service availability prior to making scheduling adjustments. 12. Ensure all booked trips are checked daily for accuracy. 13. Provides centralized point of contact for daily movement of buses. . 14. Responsible for monitoring the Compute-aided Dispatch and Automatic Vehicle Locating (CAD/AVL) System. 15. Responsible for Live Dispatching by making scheduling adjustment to manifest/ Operator scheduled, verifying Operators MDT entries for data Integrity, Operator, and etc. 16. Responsible for data Integrity accuracy for Manifest (Check-Ins). 17. Responsible for coordinating communications by radio. 18. Adjust assignments weekly and daily as required. 19. Assign Extra Board Operators to unfilled duty schedules. 20. Dispatches "paper" trips if necessary. 21. Responsible for Operator and vehicle assignments. 22. Responsible for monitoring Operator reports and end-of-day turn in. 23. Responds to complex inquiries from clients to provide or clarify information on company and departmental services, procedures and policies. 24. Responsible for following District, Local, State, and Federal rules, policies and procedures for public transit. 25. Communicate any escalated services issues to Call Center staff, Operations, and Safety. 26. Communicate to management personnel any issues that impede the efficient operation of the call center. 27. Forecasts client's needs and proactively works to address questions, issues and concerns. 28. Participate in emergency management for special needs shelter evacuations. 29. Attend department/district meetings and trainings. 30. Participates in community outreach events, workshops and presentations. 31. Other duties as assigned.

MINIMUM JOB REQUIREMENTS

High school diploma or G.E.D. required; one (1) year of customer service, dispatching, or related duties. Computer skills, specifically Microsoft Office required. An equivalent combination of education and experience that is determined to be directly related to the specific requirements may be substituted. Trapeze and previous dispatch experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Must be able to read, understand, and communicate in English. Ability to multi-task in a fast-paced environment. PC literate, basic skills in Microsoft Office Suite, Internet Research, and dispatching software. Ability to do basic math. Must be a self-starter; able to work independently. Consistent in attendance and stable work history. Strong interpersonal and conflict resolution skills. Ability to communicate effectively with management, internal staff and external vendors. Ability to establish effective working relationships with co-workers, various County and City employees, customers and the public.

PREFERRED BUT NOT REQUIRED

Bilingual WORKING ENVIRONMENT and

PHYSICAL DEMANDS

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Must be able to work in an environment that may be crowded or noisy, where work can be repetitive or stressful, with little time between calls. Employee will be sitting for long periods of time, operating a computer, radio and phone, using repetitive movement requiring manual dexterity and fine motor skills. Employee is frequently required to talk, walk and sit. Employee may regularly lift and/or move up to 10 pounds and infrequently lift and/or move up to 25 pounds. This job description is not intended to be all inclusive, and employees shall perform other duties as appropriate. The District reserves the right to change job duties as the need arises. I have read, understand and agree to fulfill the requirements of the above job description and have been provided a copy.

CITRUS CONNECTION IS AN EQUAL OPPORTUNITY EMPLOYER

Pay:

From $21.00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Ability to

Commute:

Lakeland, FL 33815 (Required)

Work Location:

Hybrid remote in Lakeland, FL 33815