Customer Service Representative

Job Description

MJM Innovations, a leading transit technology firm, is seeking a Reservationist to join our growing team. Our Paratransit services provide essential transportation, and

our mission is to improve quality of life with safe, effective, and reliable mobility for all through innovative technology solutions.

Our Reservationists accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly.

Job Responsibilities:

Answer passenger calls collecting all necessary trip information for the permissible time period.

Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it

effectively.

Complete data entry of passenger file information and for specific trip requests, negotiating requested times where necessary or appropriate.

ADA Paratransit and RideChoice policies and procedures

Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.

Communicate passenger cancellations in a timely manner to scheduling,dispatch, or vehicle operations personnel.

Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other

important field entries.

Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.

Maintain accurate records and appropriate filing systems.

Communicate effectively with operations staff regarding scheduling or passenger issues.

Ability to handle multiple tasks accurately and effectively.

Excellent customer service.

Professional demeanor and appearance.

Reliable in attendance.

Use of paratransit software system to perform job-related tasks, including but not limited to

Accessing a customer’s eligibility information

Verifying and updating a customer’s address, phone number, email address and city of

residence

Scheduling one-way trips, round trips, multi-legged trips and subscription trips Determining whether/not a trip meets customer’s eligibility conditions

Determining whether a trip is within the ADA service area

Changing or cancelling a trip

Assigning a trip to an appropriate route or vehicle

Team player and helpful to staff, management, and peers.

Talent Requirements:

High School diploma or equivalent.

Able to work in a fast-paced environment.