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CapMetro · 2 weeks ago

Coordinator II, Demand Response Control Center Service

Austin, TX

Full-time

Hybrid

Mid Level

3+ years exp

CapMetro is Austin's regional public transportation provider, dedicated to offering the best transit options for residents and visitors. The Demand Response Control Center Service Coordinator II is responsible for ensuring efficient demand response service delivery, coordinating with vehicle operators, and maintaining high-quality customer service while managing multiple tasks in a fast-paced environment.

Public TransportationTransportation

Responsibilities

Proficient with pre-day and same-day dispatch functions using computer-aided dispatch and scheduling software (CASD), on-demand APP-based transportation software, vehicle locator software, radio systems, on-board video, front-line operator feedback systems, and emergency notification systems

Consistently contacts vehicle operators to update schedules and documents

Directs vehicle operators, road supervisors and maintenance personnel to ensure prompt and efficient delivery of demand response services with minimum service interruptions with high quality customer service, high productivity, and financial efficiency

Documents and codes service interruptions, schedule changes, and service incidents as a result of customer lates, early requests, vehicle operator lates, and other service interruption incidents

Assists in review of schedules and trip data to make sound decisions on routing and re-routing patron services

Handles many data inputs at once to include vehicle operators over the radio, customer inquiries on the telephone, maintaining a professional calm demeanor

Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures

Coordinates with multiple demand service provider staff to proactively identify and resolve issues

Document performance and maintain related records accurately

Promptly and accurately report Service and Safety Concerns reported from operators or road supervisors

Develop scheduling templates to maximize productivity and cost efficiency

Conduct schedule process using CASD tools to meet customer service demands

Scan runs pre and same day schedule to help ensure service optimization, cost efficiency, and on-time performance

Distribute final reports for the next day service that allows the service providers to ensure proper operator coverage to meet the customer demand

Process Subscription Trip ride requests

Arrange and maintain Subscription Trip templates

Process assigned work tasks such as Subscription Trip maintenance, Common Location maintenance, etc. aimed at improving/maintaining KPI objectives

Investigate complaints /compliments generated from Customer Call Reports

Research cause through CASD, listen and view recordings, interview individuals

Provide response and/ or resolution plan

Answer MetroAccess “Where’s my ride Line,” “Cancellations” and “Open Return Line” to create, cancel, and confirm trips for MetroAccess customers, as well as other assigned skillsets and/or phone queues

Answers Pickup calls from customers and schedule same day reservations using Via software

Understand and apply Pick-Up and MetroAccess trip booking policies and rules including conditional eligibility enforcement

Provides accurate information and outstanding customer service to customers and vehicle operators

Provides support and general expertise to Customer Service Representative staff

Support Demand Response initiatives and pilot programs

Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported

Perform other position related duties as required and/or assigned

Qualification

Computer-aided dispatchScheduling softwareCustomer serviceOperational transit knowledgeBilingual EnglishBilingual SpanishProblem-solving skillsMS WordMS ExcelMS OutlookInternet navigationTeamworkCommunication skills

Required

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 service breaks, code trips required