POSITION PURPOSE Under the direction of the Team Lead, this position is responsible for providing trip booking services to on demand customers, including receiving, entering, confirming and / or cancelling customer trip requests for the Regions on demand service.

MAJOR RESPONSIBILITIES

• Receives, records, books, cancels, confirms and adjusts advance bookings, standby service requests and various other service requests for customers.
• Enters trip request information into the appropriate system(s).
• Contacts customers regarding potential booking discrepancies and / or schedule changes as directed.
• Notifies dispatch of same day booking requests, changes or late vehicles.
• Answers inquiries from customers and the public regarding operating policies, changes, holiday service schedules, stop locations etc.
• Informs management and / or Team Lead of problems related to bookings, system issues etc.
• Contacts service providers, concerning late vehicles, and advises customers.
• Completes trip requests booking for cross boundary riders for customers and / or connecting municipal specialized transit services.
• Documents customer information in the Customer Relationship Management system and responds to customers after hours; forwards inquiries to Customer Service for further investigation as required.
• Contacts customer to audit previous day trips and document.
• Receives, records and updates customers file and informs internal stakeholders as required.
• Assists in the preparation of statistics to monitor performance.
• Manages information in accordance with legislation and corporate standards.
• Performs other duties as assigned, in accordance with Branch and Department objectives.

QUALIFICATIONS

• Successful completion of a Secondary School Diploma or approved equivalent combination of education and experience.
• Demonstrated experience working with persons of disabilities.
• Knowledge of specialized transit scheduling software.
• Demonstrated ability in the Region’s leadership / and core competencies.
• Knowledge of on demand transit operating policies and procedures.
• Basic skills in virtual platforms and MS Office Suite.
• Strong verbal communication skills to interact with customers and the public.
• Ability to work independently on rotating shifts including weekends.
• Ability to travel to offsite locations, as required.
• Ability to work outside regular business hours, as required.