Demand Response Agent - Call Taker

Job Description

Job Description

JOB DESCRIPTION

The Call Taker is responsible for scheduling trips for clients throughout the service area. You will ensure accurate pick-up and drop-off times through telephone interaction with our customers and schedule trips in Novus software while ensuring the most effective utilization of SRTA vehicles.

JOB RESPONSIBILITIES

· Utilize NOVUS scheduling software and ensure application of the appropriate fare structure.

· Continually review schedules throughout the day using scheduling software, driver manifests and GoogleMaps to optimize scheduling.

· Comply with SRTA/SCTM policies and procedures for service (i.e. Time of service, scheduling windows and fares)

· Maintain and assure the highest levels of customer satisfaction when assisting clients with rides and information.

· Communicate with Dispatch regularly to ensure quality customer service for passengers.

· Prioritize tasks and manage time effectively.

· General office duties and other duties as assigned.