Trip Reservationist

**Job Description**:
**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.
- 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.
- Basic skills in virtual platforms and MS Office Suite.
- Strong verbal communication skills to interact with customers and the public.
- Ability to work independently on rotating shifts including weekends.
- Ability to travel to offsite locations, as required.
- Ability to work outside regular business hours, as required.