Bilingual Reservation Agent in Washington, DC at MV Transportation

Date Posted: 5/3/2021

Job Snapshot

Job Description

MV Transportation is seeking a Bilingual Reservation Agent to accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips in a manner to maximize efficiency, productivity and customer satisfaction.

Key Responsibilities and Accountabilities:

  • Answer passenger calls collecting all necessary trip information for the permissible time period.
  • When possible, keep individual call talk time at under six (6) minutes.
  • Phone calls answered promptly and hold times kept to under two (2) minutes.
  • Passenger database maintained accurately and new entries complete and accurate.
  • Reservations complete and accurate, all pertinent information available for the trips.
  • Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.
  • Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate.
  • Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
  • Communicate passenger cancellations by coding them properly and in a timely manner in the Trapeze Scheduling software.
  • Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries.
  • Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
  • Communicate effectively with operations staff regarding scheduling or passenger issues.
  • Ability to handle multiple tasks accurately and effectively.
  • Provide excellent customer service.
  • Maintain professional demeanor and appearance.
  • Reliable in attendance.
  • Team player and helpful to staff, management, and peers.

Job Requirements:

  • High School diploma or equivalent.
  • Must be bilingual (English and Spanish).
  • Previous clerical, data entry, customer service experience.
  • Able to work in a fast-paced environment.
  • Experience in paratransit scheduling software utilizing Trapeze PASS, preferred, but not required.
  • Maintain excellent attendance record.
  • Telephone speaking and/or call center experience, preferred.

Knowledge, Skills & Abilities:

  • Excellent customer service.
  • Data entry.
  • General knowledge of windows-based computer operating systems.
  • General knowledge of Microsoft Word and Excel.
  • Excellent verbal and written communication skills, ability to communicate effectively on all levels.
  • Excellent decision-making skills.
  • Ability to use multi-line phone system.

During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.