Demand Response Control Center Service Coordinator II

你要做什么

注意: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.?

•   Proficient with pre-day and same-day dispatch functions using computer-aided dispatch and 调度 软件 (CASD), on-demand APP-based transportation 软件, 车辆定位软件, 无线电系统, 车载视频, front-line operator feedback systems, and emergency notification systems.
•   Consistently contacts vehicle operators to update schedules and documents. 
•指导车辆操作员, road supervisors and maintenance personnel to ensure prompt and efficient delivery of demand response services with minimum service interruptions with high quality customer service, 高生产率, 财政效率. 
•   Documents and codes service interruptions, 时间表的变化, and service incidents as a result of customer lates, 早期的请求, 车辆操作员证书, and other service interruption incidents
•   Assists in review of schedules and trip data to make sound decisions on routing and re-routing patron services. 
•   Handles many data inputs at once to include vehicle operators over the radio, 客户询问 on the telephone, maintaining a professional calm demeanor. 
•在保险箱中履行职责, efficient manner and in compliance with all applicable rules and 安全ty procedures.
•   Coordinates with multiple demand service provider staff to proactively identify and resolve issues.
•   Document performance and maintain related records accurately.
•   Promptly and accurately report Service and 安全 Concerns reported from operators or road supervisors. 
•   Develop 调度 templates to maximize productivity and 成本效率. 
•   Conduct schedule process using CASD tools to meet customer service demands. 
•   Scan runs pre and same day schedule to help ensure service optimization, 成本效率, 以及准时的表现.
•   Distribute final reports for next day service that allows the service providers to ensure proper operator coverage to meet the customer demand.  
•   Process Subscription Trip ride requests. 
•   Arrange and maintain Subscription Trip templates. 
•   Process assigned work tasks such as Subscription Trip maintenance, 常用位置维护, 等. aimed at improving/maintaining KPI objectives.
•   Investigate complaints /compliments generated from Customer Call Reports
•   Research cause through CASD, listen and view recordings, interview individuals.
•   Provide response and/ or resolution plan.
•   Answer MetroAccess “Where’s my ride Line”, “取消lations” and “Open Return Line” to create, 取消, and confirm trips for MetroAccess customers, as well as other assigned skillsets and/or phone queues.
•   Answers Pickup calls from customers and schedule same day reservations using Via 软件. 
•   Understand and apply Pick-Up and MetroAccess trip booking policies and rules including conditional eligibility enforcement.
•   Provides accurate information and outstanding customer service to customers and vehicle operators.
•   Provides support and general expertise to Customer Service Representative staff.
•   Support Demand Response initiatives and pilot programs
•   Support 首都地铁politan Transportation Authority’s 安全 Management Systems (SMS) process by following 安全ty and security policies, considering 安全ty in every action, and reporting 安全ty and security concerns.
•   Perform other duties as required and/or assigned.
 

你带来了什么

•   High school diploma or GED required.
•三(3)年的派遣, 调度, 订阅行程处理, 客户的决议, or related experience is required. 
•   Proficient with same-day dispatch functions using computer-aided dispatch and 调度 软件 (CASD) to change schedules, 输入错过的发球休息, 代码行程要求.
•   Bilingual (English and Spanish) preferred

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