Transportation Call Center Representative

*HEALTHY GENERATIONS AREA AGENCY ON AGING* *Mobility Options Transportation Call Center Representative* This is an independent administrative position with Healthy Generations Area Agency on Aging.
This individual will work closely with an additional Call Center Representative to provide regional transportation information, referral services, trip scheduling, dispatching, and reporting.
*RESPONSIBILITIES* * *Client Assistance:* Respond to incoming calls, emails, and inquiries from older adults, individuals with disabilities, families, caregivers, community partners, and the public regarding transportation services, schedules, fares, and accessibility options.
* *Booking and Reservations:* Help individuals with booking transportation services such as taxis, rideshares, public transit, or specialized transportation for individuals with disabilities.
* *Problem Resolution:* Address and resolve customer complaints and driver concerns, and issues efficiently and effectively.
* *Information Provision:* Provide accurate information about routes, schedules, accessibility options, fares, and any other relevant details to customers.
* *Coordination:* Dispatch to drivers, and coordinate with transportation providers, and other stakeholders to ensure smooth service delivery and resolve any operational issues.
* *Documentation:* Maintain detailed records of customer interactions, transactions, and complaints in the call center database.
* *Feedback Collection:* Gather feedback from clients regarding their transportation experiences and communicate any recurring issues or trends to the management team.
* *Adherence to Policies and Procedures:* Ensure compliance with company policies, transportation regulations, and customer service standards.
*QUALIFICATIONS* The Mobility Options Transportation Call Center Representative shall have a high school diploma or GED and a minimum of three years social work or customer service-related experience.
Knowledge and skills shall demonstrate competence as well as compassion to perform person-centered services.
*SKILLS* * *Excellent Communication Skills:* Clear verbal communication and active listening skills are essential for understanding client needs and providing accurate assistance.
* *Empathy and Patience:* Ability to empathize with clients' concerns and remain patient, even in challenging situations.
* *Problem-Solving Abilities:* Capacity to analyze issues, identify root causes, and propose effective solutions to resolve customer problems.
* *Attention to Detail:* Accurate data entry and documentation skills to maintain comprehensive records of customer interactions and transactions.
* *Multitasking:* Capability to manage multiple inquiries simultaneously while maintaining high-quality customer service.
* *Knowledge of Transportation Services:* Familiarity with local geography, various transportation options, routes, schedules, and accessibility features is advantageous.
* *Computer Proficiency:* Comfortable using Microsoft 365, databases, and other computer applications for managing customer interactions and retrieving information.
* *Team Player:* Willingness to collaborate with colleagues and other departments to ensure efficient service delivery and customer satisfaction.
This is a Part-Time position, schedule, and hours may vary.
Monday-Friday, 25-29 hours/ week.
Hours may vary but will be between 8:00 am – 4:30 pm, flexibility is available and preferred.
Salary: $13/hr Job Type: Part-time Pay: $13.
00 per hour Expected hours: 25 – 29 per week Schedule: * Day shift * Monday to Friday Work Location: In person