MOBILITY CUSTOMER CARE REP

MARTA • Atlanta, GA

13h

About The Position

This position is the central point of contact to MARTA’s disabled community
requesting origin to destination trip requests. Provides day-to-day call center
interface, coordination of scheduling mobility/paratransit reservations for
eligible Mobility Service customers. May provide customers with estimated times
of arrival (ETA’s) for trips currently scheduled. Utilizes the Trapeze PASS
(Paratransit Automated Scheduling System) software application to confirm
biographical information, record origin and destination information, negotiate
times, and schedule trips to routes to ensure prompt service. Interfaces with
the disabled community to facilitate customer concerns, and to educate and
communicate the Americans with Disability Act (ADA) regulations to ensure
compliance and understanding. Assists Supervisors with compiling written reports
and responding to inquiries regarding Mobility Operations. Develops
recommendations on actions to be taken to address and eliminate recurring
customer concerns.

THIS POSTING IS TO FILL THE CURRENT VACANCY AND TO ESTABLISH AN ELIGIBILITY LIST
TO FILL ANY FUTURE VACANCIES THAT MAY OCCUR IN THE NEXT 6 MONTHS

INTERVIEW SELECTION PROCESS: The selection process may include one or more
components to demonstrate applicants’ knowledge, skills and abilities in job
related areas. These may include exercises such as practical demonstrations,
written communications, oral interviews and/or competency assessments.

Requirements

• An Associated Degree in Business Administration or related discipline.
• Three years of directly related progressively responsible job experience in a customer service function is required.
• Must be proficient in the use of a personal computer and possess excellent interpersonal and communications skills.

Nice To Haves

• Work experience in a call center environment is desired.
• Knowledge of transit services and operating policies within MARTA is desired.
• Knowledge of the Americans with Disabilities Act (ADA) and experience in the use of automated reservations and scheduling systems highly desirable.
• In lieu of educational requirement, directly related work experience may be substituted on a year for year basis.

Responsibilities

• Provides prompt and courteous day-to-day call center interface and coordination of scheduling paratransit reservations for eligible Mobility Service customers and may convey information about schedule changes and estimated time of arrival (ETA).
• Utilizes the Trapeze PASS (Mobility Automated Scheduling System) software application to confirm biographical information, record origin and destination information, negotiate times and schedule trips to routes to ensure prompt service.
• Communicates with Supervisor immediate changes and updates in the Location File (Pre-established addresses) and Subscription Requests (travel patterns to and from same destination).
• Interfaces with the disabled community to facilitate customer concerns and to educate and communicate the Americans with Disability Act (ADA) regulations to ensure compliance and understanding.
• Assists the Customer Care Supervisors with compiling written reports and responding to inquiries regarding Mobility Operations.
• Develops recommendations on actions to be taken to address and eliminate recurring customer concerns.
• Performs other related duties and assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree