Reservationist

Job Description

Position Title: Reservationist

Department: Operations

Reports To: Dispatch Manager

Hours: 7:00 a.m. to 3:30 p.m.

Job summary

Under general supervision, operates communication systems utilizing radio, telephone and computer equipment to provide assistance to drivers and the public in support of daily transit operations of demand response transit services. Prepares and maintains manual and computerized files and records including operations reports, accident reports, and data concerning service interruptions, cancellations, vehicle breakdowns, etc.; provides information to the public; dispatches personnel and equipment in response to service requests.

Summary of essential job functions

I. Performs dispatch duties to provide full coverage of calls for reservations. Enters client info into Route Match software and enters client trip as unassigned.

II. Reassigns trips from one vehicle to another based on need, i.e., vehicle maintenance, vehicle breakdown, trip reassignment, etc

III. Monitors two-way radio; sends and receives messages; authorizes route changes to drivers in cases of client cancellations and/or additions, inclement weather, unsafe operating conditions, road construction or other unique situations affecting delivery of services. Instructs drivers concerning directions and detours. Contacts police, fire and ambulance in emergency situations. Notifies supervision for replacement vehicles or drivers when needed due to accidents, including completing ERF form, breakdowns, or other unforeseen emergencies.

IV. Reports operational problems and incidents to supervisors; makes recommendations and proposes solutions to operational issues.

V. Operates a multi-line telephone system providing quality, front line telephone customer service.

VI. Maintains trip manifests, including printing, organizing, distributing, filing, and archiving.

VII. Maintains written and computer generated logs of all service requests; enters and updates client information.

VIII. Cancel trips and enter No Shows in Route Match Software and produce Cancel / No Show School Report.

IX. Monitor driver / accuracy for “log on” and “stop arrive time” (same day)

X. Responds to all calls and service requests promptly and with courtesy; provides information to the public in a courteous manner regarding demand-response transit services.

XI. Performs a variety of office tasks to assist in transit operations.

XII. Performs other clerical duties as assigned to maintain operations of department.

XIII. Provide the required reports and/or information as assigned by Management

XIV. Responsible for start of day opening of business, including building and gates and grounds security and end of day close of business, including building and grounds security.

● Knowledge

1. General knowledge of the policies and procedures for all RBT contracted services

2. Transit system operations, rules & regulations;

3. Two way radio procedures and codes

4. Multi line telephone system

5. Customer service practices;

6. Knowledge of safe driving techniques;

● Skills

1. Communicate politely & cooperatively with passengers, employees & members of the public;

2. Exercise tact & sound judgment when resolving operational & passenger problems;

3. Establish & maintain effective working relationships with coworkers & employees of other client agencies;

4. Learn & apply computer software

● Abilities

1. Arrive on-time & work independently with minimal supervision;

2. Operate in accordance with state & federal vehicle codes & traffic regulations;

3. Understand & follow detailed oral & written instructions;

4. Perform simple arithmetic computations;

5. Speak, read, & write basic English;

6. Articulate clearly & concisely;

7. Maintain basic records & complete reports;

8. Exercise sound judgment in stressful or emergency situations;

9. Learn & apply computer software;

10. Operation of standard office equipment;

MINIMUM CLASS REQUIRMENTS

1) High school diploma or GED

2) Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one (1) to two (2) years

COMPETENCIES / ESSENTIAL FUNCTIONS / UNUSUAL WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

· Work is regularly performed indoors but may involve driving in seasonal and changing weather conditions;

· Experience noise from two-way radio traffic and ringing phones;

· Encounter various traffic conditions while driving;

· Requires sitting for long periods of time;

· Requires making a limited number of choices in selecting among alternative courses of action under supervisory guidance and in performing job functions according to a variety of prescribed policies or procedures;

· Requires intermittently twisting and reaching for office equipment;

· Requires dexterity to write and/or use keyboard to communicate;

· Regularly required to talk or hear, stand, walk, use stairs, sit; use of hands to finger, handle or feel objects, tools, or controls; and reach with hands and arms;

· Specific vision abilities required by this job include close vision and the ability to adjust focus;

· Access to automobile, maintain insurance & travel independently in changing weather conditions;

· Requires obtaining and exchanging information, referring inquiries to the appropriate source, or responding to questions from the general public;

· Requires a combination of job functions using minimal judgment to perform a variety of job tasks according to clearly prescribed standard practices and procedures;

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Paid time off

Schedule:

• 8 hour shift

Work setting:

• In-person

Work Location: In person