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Trip Reservationist

4 months ago

Richmond Hill, Ontario, Canada York Region Full time
Job Title

  • Trip Reservationist
  • Status
  • Permanent Full-Time


 Temporary
  • Approximate length of assignment, in months
  • Type of Position
- an Addition to Staff

  • Start Date
  • Immediate
  • Salary
  • Per hour
  • Salary
Grade
- $ $36.90

  • Department
  • York Region > Transportation Services > Transit
  • Location
  • TRN 55 Orlando Ave 55 Orlando Avenue
  • Richmond Hill, ON L4B 4W6 CA (Primary)
  • Job Description (E)

POSITION PURPOSE


Under the direction of the Team Lead, this position is responsible for providing trip booking services to on demand customers, including receiving, entering, confirming and/or cancelling customer trip requests for the Regions on demand service.


MAJOR RESPONSIBILITIES

  • Receives, records, books, cancels, confirms and adjusts advance bookings, standby service requests and various other service requests for customers.
  • Enters trip request information into the appropriate system(s).
  • Contacts customers regarding potential booking discrepancies and/or schedule changes as directed.
  • Notifies dispatch of same day booking requests, changes or late vehicles.
  • Answers inquiries from customers and the public regarding operating policies, changes, holiday service schedules, stop locations etc.
  • Informs management and/or Team Lead of problems related to bookings, system issues etc.
  • Contacts service providers, concerning late vehicles, and advises customers.
  • Completes trip requests booking for cross boundary riders for customers and/or connecting municipal specialized transit services.
  • Documents customer information in the Customer Relationship Management system and responds to customers after hours; forwards inquiries to Customer Service for further investigation as required.
  • Contacts customer to audit previous day trips and document.
  • Receives, records and updates customers file and informs internal stakeholders as required.
  • Assists in the preparation of statistics to monitor performance.
  • Records information on riders related to meeting eligibility requirements for followup by internal stakeholders.
  • Keeps up to date on new or revised policies.
  • Ensures that services provided meet Regional customer service standards.
  • Participates on committees, work groups, task forces and special projects, as assigned.
  • Manages information in accordance with legislation and corporate standards.
  • Performs other duties as assigned, in accordance with Branch and Department objectives.

QUALIFICATIONS

  • Successful completion of a Secondary School Diploma or approved equivalent combination of education and experience.
  • Minimum one (1) year customer service experience including call centre or dispatch centre experience.
  • Demonstrated experience working with persons of disabilities.
  • Knowledge of specialized transit scheduling software.
  • Demonstrated ability in the Region's leadership/and core competencies.
  • Knowledge of on demand transit operating policies and procedures.
  • Council Approval Date
  • Scheduled Weekly Hours
  • 3 Scheduled Shifts
  • Operational Hours
  • Call Centre hrs 7:00 19:00
  • Close Date
  • March 1, 2023
- # of Hires Needed

Union

  • CUPE 905 York Region
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.

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