Mobility Service Representative

This position's primary responsibility is serving our customers. Receives customer inquiries regarding LYNX services; provides schedule/routing and system-wide information in person, over the telephone, via mail, fax, Internet, and by Telecommunication Device for the Deaf (TDD).

Essential Functions:

• Provides excellent customer service in all areas of mobility services: sales, trip reservations, trip planning, Lost and Found, ID program, customer relations, Internet inquiries, NeighborLink and estimated time of arrival (ETA) services.
• Provides detailed service information to our customers in person, over the telephone, by mail, fax, Internet, by TDD, or by any other means of inquiry.
• Answers passenger calls promptly, keeping hold times to a minimum; collects all necessary trip information for fixed route, door-to-door, and curb-to-curb services. Researches trip anomalies in response to customer inquiries for immediate assistance.
• Schedules trip requests; geocodes locations; negotiates requested times when necessary and appropriate. Informs supervisor when the dispatching of a Transportation Network Company (TNC) is recommended.
• Maintains up-to-date passenger records in customer database; makes all necessary changes in status, client contact information, fare/rider type, and other important field entries.
• Maintains two-way communications with operators, monitoring system performance and makes scheduling adjustments where necessary to minimize service disruptions as a result of vehicle/operator availability, and/or emergency situations. Creates, maintains, and monitors computerized daily manifests/schedules for dispatching and routing flex-service vehicles and operators; notifies field supervisor of situations requiring attention.
• Communicates regularly with operations staff regarding scheduling and passenger issues; promptly informs scheduling or dispatch personnel of passenger cancellations. Communicates with contractor dispatch to resolve immediate issues with the services as reported by customers.
• Updates and maintains monthly reports for the Internet Inquiries Program.
• Uses tracking software to locate vehicles.
• Maintains accurate records and appropriate filing systems. Keeps updated on all detour memos, bulletins, and community service sheets. Performs data entry; updates and maintains passenger records in customer database.
• Mails out information letters, rider’s guides, schedules, etc.
• Sells and distributes fare media, and balances cash and other forms of payment.
• Handles storage and disposal of articles and works with other departments to assist in the distribution and disposal notifications of items according to Federal/State/ local guidelines.
• Documents concerns, compliments and suggestions, and responds to customers with the resolution when investigation is complete.
• Takes photo IDs; maintains and track ID data and produces reports.
• Participates in educational presentations and events promoting LYNX services.
• Covers assignments for vacationing staff; assists with training as needed.
• Provides administrative support to entire division.
• Performs other duties as may be required or assigned. 

Required Qualifications:

• A minimum of three years of customer service experience. 

Desired Qualifications:

• High school diploma or G.E.D.
• Bilingual or multilingual