Customer Experience Agent

What Will Your Job Look Like?

The Customer Experience Agent plays a critical, multi-functional role in supporting the daily delivery of safe, efficient, and customer – focused paratransit services.

This position combines the responsibilities of dispatching, customer service, and trip scheduling, ensuring the riders receive timely and reliable transportation.

 The Customer Experience Agent will ensure safe, cost-effective, on-time operating performance, tracks and reports sign-in and sign-out times, ensure routes are timely, and communicate service issues to the appropriate personnel.

This work is done in compliance with the procedures defined by the client and in conformance with company procedures, which involves daily communication and interaction with drivers and monitors (as applicable).

Location: 829 West Silverlake Road, Tucson, AZ 85713

What you’ll do:


* Assist with all phone call information and dispatching of rides


* Organize and route trips based on schedule and location to ensure optimal performance


* Provide assistance to drivers for directions to destinations


* Book and confirm client trips based on vehicle availability, location and timing


* Optimize daily schedules to reduce fuel costs and increase fleet efficiency


* Assist drivers and transportation providers with problems or issues relating to scheduling


* Establish and maintain effective communication with transportation providers


* Answer incoming calls from customers and drivers in a professional manner


* Log customer interactions and maintain detailed call records in appropriate system


* Report and record all incidents to the applicable manager


* Document and report provider no shows or on-time-performance issues


* Inform transportation providers of their next-days trips and any new trips that occur


* Monitor radio, telephones and on-road provision of service for quality


* Record time of departure, destination, and expected time of return


* Provide feedback on drivers’ performance


* Address and resolve complaints or escalate issues when needed

What you’ll need:

Experience, Education & Certifications:


* High school diploma or G.E.D.

equivalent


* 2+ years in transportation call center operations, routing, dispatching, and scheduling expertise


* Basic understanding of local geography and transportation regulations


* Possess valid authorization to work in the United States

Skills:


* Excellent communication and interpersonal skills


* Good organizational skills with attention to timeliness and details


* Ability to prioritize tasks and stay calm under pressure


* Must be able to demonstrate effective use of scheduling software, two-way radio communication and data analysis skills


* Skills in the use of computers, including Microsoft Word, Excel and other Microsoft applications


* Ability to maintain high level of confidentiality


* Reg...