Hybrid Coordinator, Demand Response Control Center Service bei Capital Metropolitan Transportation Authority BU

WHAT YOU'LL BE DOING
Note: 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. 

• Answer MetroAccess “Where’s my ride Line,” “Cancellations” and “Open Return Line” to create, cancel, and confirm trips for MetroAccess customers, as well as other assigned skillsets and/or phone queues using Computer-Aided Scheduling and Dispatching Software (CASD).
• Answers Pickup calls from customers and schedule same day reservations using on-demand APP-based software.
• 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 Control Center and Customer Service Representative staff.
• Assists in demand response service dispatch to monitor, document and direct vehicle operators, road supervisors and maintenance personnel through phone, radio, and Teams interactions. 
• Performs duties to positively impact real-time service performance of On-time-performance (OTP), Productivity (Passengers per Service Hour) and other Key Performance Indicators (KPIs).
• Support Demand Response initiatives and pilot programs.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.  
• Perform other position related duties as required and/or assigned.  
  
   

WHAT YOU BRING

• High school diploma or GED required.
• Two (2) years of fleet dispatch, scheduling, or related experience in transportation; including one (1) year of customer service experience.
• Experience in demand response or Transportation Network Company (TNC) service delivery preferred. 
• Bilingual (English and Spanish) is preferred.

Knowledge, Skills, and Abilities: 

• Knowledge of Austin Street patterns and roadways. 
• Thorough knowledge of operational transit methods, practices, and procedures pertaining to the delivery of transit or Paratransit services.
• Skill in reading and relaying information to customers, service providers and operators. 
• Ability to give accurate directions by radio and telephone. 
• Ability to deliver excellent telephone customer service utilizing verbal communication skills. 
• Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced. 
• Knowledge of the American Disability Act service area.
• Ability to communicate effectively over the phone, in writing, and in person. 
• Ability to problem-solve quickly and effectively convey customer and operator issues verbally. 
• Working knowledge of applicable transit operations laws, regulations, policies, procedures, and labor-management agreements. 
• Flexibility to work in a team-centered environment while able to take initiative to ensure all assigned and departmental tasks are completed in a timely manner. 
   

Working Environment 

• Shift work, including evenings, weekends, and holidays; occasional mandatory overtime. 
• Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important. 
• Fast paced high volume call center environment. 
• Work monitored for quality, productivity, and training purposes.

WORK ENVIRONMENT AND PHYSICAL DEMANDS 
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. 
Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.
Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:
As a Stationed position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4-5 days a week. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.