Mobility Service Representative
- Employer
- Central Florida Regional Transportation Authority dba LYNX
- Location
- Orlando, Florida
- Salary
- $11.63 per hour
- Posted
- Jul 09, 2018
- Closes
- Sep 07, 2018
- Ref
- AH10604
- Industry
- Government, Non-Profit, Transportation
- Category
- Call Center, Customer Service
- Contract Type
- Permanent
- Hours
- Full Time
- Career Level
- Student (High School)
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
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