WHO WE'RE LOOKING FOR
The Demand Response Control Center Service Coordinator II reports directly to the Supervisor, Demand Response Control Center. This position is responsible for demand response service delivery to include ADA Paratransit MetroAccess service, and on- demand Pick-Up services to ensure operations are on-time, safe, productive, and efficient for over 200 vehicles in peak service, serving over 2,400 daily passenger trips. The position requires rapid schedule and trip data review to make sound decisions on routing, responding to vehicle operators on the road, customer inquiries. The position must be able to perform the job duties of the Demand Response Control Center Service Coordinator I position.
WHAT YOU BRING
High school diploma or GED required.
Three (3) years of dispatch, scheduling, subscription trip processing, customer resolutions, or related experience is required.
Proficient with same-day dispatch functions using computer-aided dispatch and scheduling software (CASD) to change schedules, enter missed servi ce breaks, code trips required.
Bilingual (English and Spanish) preferred
Knowledge, Skills, and Abilities:
Proficient knowledge of the American Disability Act service area
Excellent telephone delivery of customer service.
Excellent knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
Knowledge of Austin Street patterns and roadways.
Thorough knowledge of operational transit methods, practices, and procedures pertaining to the delivery of transit or Paratransit services.
Skill in reading and relaying information to customers, service providers and drivers.
Ability to give accurate directions by radio and telephone.
Ability to communicate effectively over the phone, in writing, and in person.
Working Environment:
Shift work, including evenings, weekends, and holidays, occasional mandatory overtime.
Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
Fast paced high volume control center environment.
Work monitored for quality, productivity, and training purposes.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.
Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment.
Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.
Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status:
As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.
SAFETY SENSITIVE POSITION
This position is identified as an FTA safety-sensitive position. An employee in this position is required to participate in the Employer’s testing program for prohibited substances. Participation in this program is a condition of employment with CapMetro. A safety-sensitive employee is randomly tested for prohibited drug use or alcohol misuse while the employee is performing safety-sensitive functions; just before the employee is to perform safety sensitive functions; or just after the employee has ceased performing such functions.
