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Reservations Manager in Washington, DC at MV Transportation

Date Posted: 8/12/2019

Job Snapshot

Job Description

MV Transportation is seeking a Reservations Manager, 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 to the General 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:

  • Ensuring that proper call procedures are followed
  • Ensuring that confidentiality of customer information is maintained
  • Ensuring that call quality is maintained
  • Conducts analysis of call trends to ensure adequate staff is scheduled
  • Coaching and motivating Call Center staff
  • Attending to issues of the staff and working to find a solution
  • Review the performance of the Call Center staff
  • Answering phones in a consistent manner
  • Speaking to clients with common courtesy, and respect
  • Using Trapeze software and associated technology tools
  • Assisting in the entry of clean, correct data
  • Ability to maintain the highest standards of excellence in appearance and attitude
  • Performs other duties as assigned

Talent Requirements:

  • Able to work in a fast-paced environment
  • Three (3) to five (5) years' management experience in Paratransit scheduling utilizing Trapeze PASS
  • Managing in a union environment
  • Possess excellent communication and decision-making skills
  • Excellent knowledge about customer satisfaction
  • 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.