Reservationist Supervisor

Portland, OR

Transdevna

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POSTED ON: 06/06/2023

Overview:

Overview

As a frontline supervisor, oversees the day-to-day activities of the Reservation department. Schedules, trains, and monitors reservation agents. Conducts performance reviews. Responds to escalated reservation inquiries and issues.

Investigates, resolves, documents, and responds promptly to customer complaints and positive feedback in accordance with company policies and procedures.

Responsibilities:

Supervises a team of Reservation staff and resolves complex business problems for those on the team.

Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.

Reviews, changes, and improves processes in line with changing customer expectations and organizational goals.

Monitors operations of the customer service center including policies and procedures, operating structure, and workflow.

Ensures the volume of work produced meets company standards and ensures customer satisfaction.

Schedules, trains, and monitors Reservation staff. Conducts performance reviews.

Responds to escalated Call Center inquiries and issues.

Answers incoming calls to the Reservations Department.

Receives customer inquiries and complaints.

Answers questions and provides information about services.

Clearly and accurately documents issues.

Resolves customer inquiries relating to transportation; communicates resolution to customers.

Utilizes computer aided scheduling software, GPS, phone recordings and on-board video to investigate and validate customer comments.

Creates daily manifests for paratransit drivers based on customer demands utilizing computer aided scheduling software.

Monitors efficiencies of manifests to ensure that routes are logical and efficient based on customer needs.

Completes required post day trip validation and trip editing.

Develops and revises Reservationist manuals and procedures.

Coaches/Trains Reservations staff

Maintains a clean and well-organized work area

Other duties as required.

Qualifications:

Education, Licensing, and Certifications:

High school diploma or equivalent, such as GED, required

Experience Preferred:2 year or more of call center/customer service experience preferred.1 year or more of experience in a transportation reservation function

Skills and Knowledge Required:

Ability to read, comprehend and understand maps and navigational data.

Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases, and routes.

Ability to communicate clearly and concisely both verbally and in writing including working with individuals with disabilities or other communication challenges.

Excellent computer skills and ability to learn advanced computer aided scheduling systems.

Basic math, writing, and computer skills

Ability to communicate via telephone with clear speech and a pleasant phone manner.

Bilingual preferred.

Travel requirement (as a percent): < 1% for occasional meetings

Pre-Employment Requirements:

Must submit to drug testing and a background check

Physical Requirements:

Must be able to work shifts or flexible work schedules as needed.100% of work is accomplished indoors and in air conditioned or well-ventilated facilities

Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

The employee is generally subjected to long periods spent sitting, typing, or looking at a computer

Must be able to work in high volume work environment near and around others talking in person or on the phone.

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