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Trip Coordinator

1 month ago

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

This role is responsible for providing exceptional customer service to on-demand customers by receiving, entering, confirming, and/or cancelling trip requests. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to work independently on rotating shifts.

Main Responsibilities

• Receive and record trip requests, ensuring accurate and timely processing.
• Enter trip request information into the system, maintaining data integrity and accuracy.
• Communicate with customers regarding booking discrepancies and schedule changes, providing clear and concise information.
• Notify dispatch of same-day booking requests, changes, or late vehicles, ensuring seamless service delivery.
• Respond to customer inquiries regarding operating policies, changes, holiday service schedules, and stop locations, providing accurate and helpful information.
• Inform management and/or Team Lead of problems related to bookings, system issues, or other concerns, ensuring prompt resolution.
• Contact service providers regarding late vehicles and advise customers, maintaining a high level of customer satisfaction.
• Complete trip requests for cross-boundary riders and/or connecting municipal specialized transit services, ensuring smooth service delivery.
• Document customer information in the Customer Relationship Management system and respond to customers after hours, forwarding inquiries to Customer Service as required.
• Contact customers to audit previous day trips and document, maintaining accurate records.
• Receive, record, and update customer files, informing internal stakeholders as required.
• Assist in preparing statistics to monitor performance, ensuring data accuracy and integrity.
• Manage information in accordance with legislation and corporate standards, maintaining confidentiality and security.

Qualifications

• Secondary School Diploma or approved equivalent combination of education and experience.
• Demonstrated experience working with persons of disabilities, promoting inclusivity and accessibility.
• Knowledge of specialized transit scheduling software, ensuring efficient and accurate processing.
• Demonstrated ability in the Region's leadership/and core competencies, promoting a positive and productive work environment.
• Knowledge of on-demand transit operating policies and procedures, ensuring compliance and adherence.
• Basic skills in virtual platforms and MS Office Suite, ensuring effective communication and collaboration.
• Strong verbal communication skills to interact with customers and the public, providing exceptional customer service.
• Ability to work independently on rotating shifts, including weekends, and travel to offsite locations as required.
• Ability to work outside regular business hours, as required, ensuring flexibility and adaptability.