Reservationist Supervisor in San Jose, CA at MV Transportation

Date Posted: 2/14/2018

Job Snapshot

Job Description

MV Transportation is seeking a dynamic Reservationist Supervisor, who works to direct the day-to-day operations of the Call Center as it relates to accurately accepting trip reservations from eligible passengers, and reports directly to the Call Center Manager. This work is done in compliance with the procedures defined by the client and in conformance with company procedures. His/her duties involve daily communication and interaction with passengers, schedulers, dispatchers, reservationists, etc. He/she must also ensure that Reservationists are collecting all necessary data required to schedule trips accordingly, and organize and conduct activities to assure safe, cost-effective, on-time operating performance.

Job Responsibilities:

  • Monitoring and coaching reservationists to ensure consistent call script usage and proper booking of customer trips.
  • Answering phones for escalations in a consistent manner.
  • Speaking to clients with common courtesy, and respect.
  • Using Microsoft based software to do a combination of data entry and analyzing scheduled trips as well as call metrics such as hold time and talk time.
  • Assisting in the entry of clean, correct data.
  • Ability to maintain the highest standards of excellence in appearance, attendance and attitude.
  • Manages Reservationist team is a positive and equitable manner.
  • Working with the Call Center Manager to recommend reservations performance improvements.
  • Performs other duties as assigned.

Talent Requirements:

  • Able to work in a fast-paced, multi-tasking environment.
  • Experience in Paratransit scheduling utilizing Trapeze PASS.
  • Possess excellent communication and decision-making skills.
  • Excellent attendance record. Excellent verbal and written communication skills.
  • Telephone speaking and or call center experience.
  • Computer experience.
  • Experience working with people with disabilities.

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.