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Call Center Lead Reservationist in Roseville, CA at MV Transportation

Date Posted: 6/12/2019

Job Snapshot

Job Description

MV Transportation is seeking a Lead Reservationist who is responsible for booking trip reservations from eligible passengers in addition to other duties as assigned in order to support the Operation of the South Placer Call Center. Duties will include heavy phones in conjunction with using Trapeze Scheduling software to book trip assignments to the appropriate agency and compile daily operating statistics. This position will also include interaction with supervisory staff from other transit agencies who participate in Call Center activities.

Duties:

  • Answer incoming passenger calls collecting necessary trip information to book rides for the permissible period.
  • Provide transit system information for passengers needing to travel through South Placer County via Public Transit agencies.
  • Maintain up to date and accurate passenger records.
  • Communicate effectively with MV Operations Staff (of participating agencies) regarding scheduling, Call Center performance or passenger issues. This may require visits to/with those agencies.
  • Field incoming passenger complaints.
  • Keep Statistics and Run Reports to measure Call Center Standards, and provide pertinent follow up to other agents in order to achieve set goals.
  • Provide follow up counseling, support and training for other Reservationist agents regarding Call Center monitoring to ensure performance standards are met.
  • Coordinate and maintain staffing levels for Call Center based on coverage needs, operational issues and productivity levels.
  • Providing education and training for all new and current Call Center Reservationists.

Talent Requirements:

  • High School Diploma or equivalent.
  • Flexible hours are required for this position contingent upon operational needs.
  • Previous data entry, dispatch, customer service, supervisory and/or Trapeze experience desired but not required.
  • Team player and ability to get along well with others.
  • Superior customer service skills.
  • Data entry experience and knowledge of Windows-based computer operating system and Microsoft Office package.
  • Ability to read, write and speak English clearly - excellent communication skills a must.
  • Ability to use multi-line phone system and handle multiple tasks concurrently.
  • Ability to work productively unsupervised.

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.

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