Paratransit Service Representative, Lansing

PARATRANSIT SERVICE REPRESENTATIVE Job Summary– Essential Functions: The Paratransit Service Representative is responsible for assisting customers by efficiently scheduling trips on various CATA paratransit services in a manner that is cost effective, efficient, safe, and provides the highest level of service quality possible. The essential functions include the following: • Promptly answer paratransit office telephones and provide excellent customer service. • Schedule requests for paratransit service that are the most cost effective, efficient, and safest possible. • Consult with Paratransit Scheduler to resolve service and scheduling issues. • Create and maintain customer files, location files, vehicle files and operator manifests • Create, edit, and discontinue runs when schedules change. • Process telephone and written requests for information and service. • Assist in implementing procedures for paratransit services. • Provide backup and relief for paratransit dispatch. • Know and provide customers with information on all CATA services and service areas. • Provide timely, reliable, and effective reports and communications, written and oral. • Assist the Paratransit Manager, as requested. • Provide backup and relief for other Paratransit and Customer Service Department personnel. • Participate as an effective member of the CATA administrative team and perform all duties described. Reports To: Paratransit Manager Duties: • Utilize software applications, including Trapeze Pass. • Enter customer concerns and compliments in the Customer Call Record database. • Accurately maintain customer and ridership records to meet State and Federal reporting regulations. • Maintain good and professional relations with customers, CATA contractors, and human service agencies that schedule services, and the public in general. • Refer customers to other services as applicable. • Provide required data, materials, and reports, both oral and written. • Follow high standards and practices at all times, including adherence to CATA’s commitment to equal employment opportunity. • Work flexible schedules as needed outside of regular business hours and in excess of 40 hours per week to meet responsibilities. • Maintain service and quality standards. • Follow and promote safe work practices and all CATA safety rules, policies, and procedures. • Consistently provide prompt, courteous, and appropriate service to the public. • Know and perform all job duties within essential functions and as directed by CATA management, policies, procedures and contractual agreements. • Perform other duties as required by the Paratransit Manager. Qualifications: • High school degree minimum. • Must have very good data entry, typing, and map reading skills. • Excellent customer service skills. • Proficient computer skills, including Microsoft Office Suite and other current computer applications used at CATA. • Experience with transit software programs preferred. • Able tocommunicate effectively with contractors, customers, and employees. • Able to communicate effectively, handle details, meet deadlines, and work independently and under general direction. • Very neat and professional appearance. • Able to perform essential functions and duties and to perform other tasks as assigned. • Cooperative, willing to work with and learn from others, and able to respond productively to change. • Punctual and reliable attendance as necessary to meet ongoing service requirements for public transportation. ___________________________________________________________________________ THIS JOB DESCRIPTION IS STATED IN GENERAL TERMS AND DOES NOT DESCRIBE ALL DUTIES WHICH MAY BE ASSIGNED OR REQUIRED. ___________________________________________________________________________