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Travel Operations Specialist

2 months ago

Richmond Hill, Ontario, Canada The Regional Municipality of York Full time

Job Summary

The Regional Municipality of York is seeking a highly skilled and detail-oriented individual to fill the role of Trip Reservationist. As a key member of our team, you will be responsible for providing exceptional customer service and ensuring the smooth operation of our trip booking services.

Key Responsibilities

  • Receive, record, and process customer trip requests, including booking, cancelling, and confirming reservations.
  • Enter trip request information into our system, ensuring accuracy and attention to detail.
  • Communicate with customers regarding booking discrepancies, schedule changes, and other issues.
  • Notify dispatch of same-day booking requests, changes, or late vehicles.
  • Provide information to customers and the public regarding operating policies, changes, holiday service schedules, and stop locations.
  • Inform management of problems related to bookings, system issues, and other concerns.
  • Coordinate with service providers regarding late vehicles and advise customers accordingly.
  • Complete trip requests for cross-boundary riders and connecting municipal specialized transit services.
  • Document customer information in our Customer Relationship Management system and respond to customer inquiries.
  • Assist in the preparation of statistics to monitor performance.
  • Manage information in accordance with legislation and corporate standards.

Requirements

  • Secondary School Diploma or approved equivalent combination of education and 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 off-site locations, as required.
  • Ability to work outside regular business hours, as required.

Language

English (en-US)