Communications Specialist

Job Title:

Customer Service and Community Relations Supervisor

Department:

Transportation

Reports To:

Transportation Administrator

FLSA Status:

Non-Exempt

Prepared Date:

September 14, 2017

Updated:

August 5, 2021 Pay grade: T13

SUMMARY:

Responsible for the supervision administration and operation of scheduling, address customer service matters in a timely manner and assist with general office operations as needed. Ensure in compliance in all areas of scheduling and customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

∙Work with the management team to monitor and evaluate the implementation and application of program objectives and goals. ∙Promote, monitor, maintain and improve the quality of the delivery of service for clients. OEnsure that all complaints and compliments are logged/tracked as needed. ∙Oversee the compilation, creation and generation of daily driving schedules based on the needs of MEO, the CBA, other agencies, individuals and groups as necessary. ODriver scheduling includes and is not limited to excursions, holidays, days off, emergencies, and late runs. OEnsure schedules are completed, posted and distributed in a timely manner, entered into the transportation database, and monitored for accuracy. OReview and monitor all schedule changes and overtime requests. OProvide training and technical assistance and troubleshoots scheduling and dispatching system. ∙Assist with input daily schedules and update client information into the transportation database. ∙Receive, respond and resolve customer service matters in a timely manner/ ∙Maintain two-way communication with immediate supervisor, senior management staff, office and drivers. ∙Conduct regular staff meetings for information sharing and problem solving. ∙Conduct new hire orientation to review established MEO House Rules with staff. ∙Act as a duty manager responsible for all operations on a scheduled basis. ∙Acts as a representative of MEO for transportation presentations for community support and outreach to community. ∙Understand, follow and support all safety policies and programs. ∙Available to work varied shifts, which may include, nights, weekends and holidays ∙Regular attendance.

NONESSENTIAL DUTIES AND RESPONSIBILITIES

∙Assist with gathering information, compiling data and generating routine reports. ∙Oversee, monitor, and enter daily transportation totals into the computer and monitor and maintain backup copies of data. ∙Oversee the assignment and dispatching and rerouting MEO vehicles as needed, contacting drivers by radio or cell phone as necessary. O Follow-up and investigate all reservation and dispatch incident reports; document the outcome and direct the completed form to the appropriate supervisor or director; conduct counseling/corrective action as needed. O Oversee and monitor reservations and all two-way radio communication, as needed. O Enter information into the scheduling database; repeat trip(s) information to the client and issue a confirmation number as needed. ∙Review and submit completed staff timesheets and supporting documents in a timely manner. ∙Maintain confidentiality at all times. ∙In an emergency, may act as a backup driver for non-CDL scheduled rides. ∙Regular attendance. ∙Available on-call 24 hours as needed, and available to work varied shifts, which may include, nights, weekends and holidays. ∙Ability to travel on occasion for seminars, conventions, training and meetings. ∙Type and file reports as necessary. ∙Cash handling as needed. ∙Perform other duties as needed

SUPERVISORY RESPONSIBILITIES

∙Directly supervises scheduler/planners. ∙Acts as supervisor on duty as needed. ∙Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. ∙Responsibilities include hiring; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Communicating all concerns and potential concerns to the appropriate supervisor or director.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ∙Knowledge of federal, state, and local laws, regulations, and codes related to public and school busing and driving operations and services associated with transporting the disabled and elderly. ∙Working knowledge of transportation reservations, dispatching and scheduling. ∙Demonstrated outstanding customer service standards and practices, which include the knowledge and application of proper phone etiquette. ∙Working knowledge of management principles and practices. ∙Knowledge of transportation rules and regulations, and ability to implement this knowledge in the workplace. ∙General knowledge of health and safety rules and regulations. ∙Excellent interpersonal skills, which include, verbal, written and listening. ∙Organized, detail and tasks oriented. ∙Ability to supervise, direct and motivate others. ∙Proficient knowledge and application of basic computer applications including, desktop programs and data entry. ∙Must provide a negative drug test result. EDUCATION and/or

EXPERIENCE

•Bachelor's degree from a four year college or university, and two (2) years of related work experience, and/or equivalent combination of education and experience. Supervisory experience.

LANGUAGE SKILLS

∙Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. ∙Ability to write routine reports and correspondence. ∙Ability to speak effectively before groups of employees.

MATHEMATICAL SKILLS

∙Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers.

REASONING ABILITY

∙Ability to apply sound judgment to carry out instructions furnished in written, oral, or diagram form. ∙Ability to deal with problems involving several concrete variables in standardized situations. ∙Ability to defuse agitated clients in stressful situations. ∙Ability to interact, relate and have compassion for persons with mental and/or physical disabilities. ∙Ability to handle many projects at a given time. ∙Ability to perform well under pressure.

CERTIFICATES, LICENSES, REGISTRATIONS

∙Valid driver's license and access to an insured vehicle.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is: ∙Regularly required to sit. ∙Frequently is required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. ∙Occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. ∙Frequently lifts and/or moves up to 25 pounds and occasionally lifts and/or moves up to 200 pounds. ∙Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment 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 the essential functions. While performing the duties of this job, the employee is: ∙Frequently exposed to fumes or airborne particles and outside weather conditions. ∙Occasionally exposed to moving mechanical parts and vibration. ∙The noise level in the work environment is usually moderate.