WHAT YOU'LL BE DOING
· Answer MetroAccess “Where’s my ride Line”, “Cancellations” and “Open Return Line” to create, cancel, and confirm trips for MetroAccess customers, as well as other assigned skillsets and/or phone queues using Computer-Aided Scheduling and Dispatching Software (CASD)
· Answers Pickup calls from customers and schedule same day reservations using on-demand APP-based software
· Understand and apply Pick-Up and MetroAccess trip booking policies and rules including conditional eligibility enforcement
· Provides accurate information and outstanding customer service to customers and vehicle operators
· Provides support and general expertise to Control Center and Customer Service Representative staff.
· Assists in demand response service dispatch to monitor, document and direct vehicle operators, road supervisors and maintenance personnel through phone, radio and Teams interactions.
· Performs duties to positively impact real-time service performance of On-time-performance (OTP), Productivity (Passengers per Service Hour) and other Key Performance Indicators (KPIs)
· Support Demand Response initiatives and pilot programs
· Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action, and reporting safety and security concerns.
· Perform other duties as required and/or assigned.