Mobility Coordinator

4 months ago

Oakville, Canada Town of Oakville Full time

**Job Details**:
Permanent Full Time CUPE 1329

**Posting Status**:
Open to current Town of Oakville employees and external applicants

**Closing Date**:
Applications for this position must be received at oakville.ca by no later than 11:59 pm on **October 4**, 2024.**

Reporting to the Supervisor, On Demand Services at Oakville Transit, this position is responsible for assisting both specialized services (care-A-van) and On Demand customers with trip planning and reservations. This includes handling cancellations, no shows, trip modifications, monitoring communications and responding to enquiries and emergency situations, assisting with the creation of daily schedules and adjustments, communicating information and instructions to contracted service providers.

You have tact and diplomacy and understand the importance of providing a positive customer experience for our diverse clientele. You can work independently and thrive in a fast-paced environment.

**Responsibilities**:

- Accurately record and confirm reservations, scheduling adjustments, cancellations, and no shows.
- Quickly and compassionately respond to any last-minute requests or emergency situations from customers and drivers.
- Develop daily schedules, reconcile customer requests with driver/vehicle resources to optimize service efficiency using specialized scheduling software.
- Use radio dispatch to communicate with drivers for cancellations, changes, problem-solving and special instructions.
- Resolve issues related to service disruptions and no shows with contracted taxi service.
- Assist with tracking service performance metrics and producing daily, weekly, and month-end reports as requested.
- Assist with all manner of customer service issues that may arise either by telephone, online or in person from specialized service and on-demand customers, members of the public as well as drivers for Oakville Transit.
- Perform other duties as assigned.

**Qualifications**:

- Minimum two-year College Diploma plus 1-3 years administrative or customer service experience. Equivalent education/experience will also be considered.
- Courses, specialized training, or experience in gerontology/LTC, patient/personal care, accessibility, community/social services, hospitals or help lines would be a strong asset.
- Excellent customer service and interpersonal skills including both verbal and written communication, active listening, and ability to remain calm under pressure while navigating a fast-paced environment.
- Ability to be empathetic, non-judgmental, and supportive to customers and their caregivers.
- Must be able to deal effectively and courteously with the public in person or over the telephone with the patience, skill, and sensitivity to support people with various disabilities.
- Ability to work well under pressure, possessing superior time management and organizational skills.
- Strong team player but must also work independently with mínimal supervision when required.
- The ability to speak multiple languages would be an asset.
- Knowledge of the Town of Oakville, the requirements of the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA), and experience in the transit industry would be considered assets.

**DATED**: September 26, 2024

**We thank all applicants and advise that only those selected for an interview will be contacted.

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