Dispatch Clerk - Brisbane City - Transdev

Description

Job Title:

Contact Center Representative

Summary:

We are seeking a highly organized and detail-oriented Contact Center Representative to provide exceptional customer service to our passengers. The ideal candidate will have strong communication skills, ability to multitask, and work well under pressure.

Responsibilities:

• Respond to passenger inquiries about schedules, trips, and other information in a timely and accurate manner.
• Provide courteous customer service by reviewing driver and trip status and providing accurate information.
• Notify passengers of upcoming late trips when known and maintain radio communications with drivers.
• Document No Shows according to established procedures and communicate with drivers regarding Low or No Fare payment.
• Accurately record information in Trapeze and/or any other designated programs or procedures.
• Coordinate with Dispatch to communicate with passengers and coordinate driver information with Dispatch.
• Maintain records, logs, and schedules, and accurately prepare reports on all activities occurring during their shifts or as requested.
• FOLLOW RULES AND REGULATIONS OF THE COMPANY; FOLLOW INSTRUCTIONS OF MANAGEMENT AND SUPERVISORS.
• ADHERE TO ALL REGULATIONS RELATED TO THE AMERICANS WITH DISABILITIES ACT (ADA).
• Handle passengers' personal property left on vehicles in accordance to Lost and Found procedures.
• Communicate with Dispatchers, Scheduling, Reservations, Operations to ensure service provision.
• Maintain confidentiality of passengers' information and perform trip editing and/or VDS editing if assigned.
• Other duties as required.

Requirements:

• High school diploma or equivalent required.
• Proof of typing certification required at time of interview.
• One to two years of dispatch and/or customer service experience preferred.
• Typing, keyboarding and computer experience preferred.

Skills and Knowledge:

• Ability to organize logical and efficient schedules and routes and adapt to changes.
• Ability to read, comprehend and understand a map.
• Ability to read, understand, and interpret transit system operating rules, regulations, policies, phases and routes.
• Ability to assist handicapped passengers when needed.
• Working knowledge and proficiency with Microsoft Word, Excel and PowerPoint programs.
• Strong written and oral communication skills.
• Clear speech and pleasant phone demeanor.
• Ability to use a multi-line phone system and handle multiple tasks concurrently.
• Ability to interact professionally with internal and external customers on all levels and be able to work well with diverse groups.

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.
• Majority of work is accomplished indoors and in air conditioned or well ventilated facilities.
• Majority of 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 screen.