• Answer incoming calls and schedule advance and same day customer trip requests for the entire service area. Route calls to the appropriate party if the call is not for the Call Center.
• Maintain MDT/cellular communication with vehicle operators concerning customers, i.e. cancellations, no shows, pick-ups, etc.
• To the maximum extent possible, ensure vehicle operators stay within the DOT guidelines for hours of service.
• Professionally handle all calls concerning route timing, delays, etc. keeping in mind contractual obligations to various entities.
• Serve as liaison between vehicle operators and all necessary parties in the event of a vehicle mechanical breakdown or a vehicle incident of any type.
• Maintain customer/location records daily, and update as needed, verify pick-up and drop off addresses during each scheduling call. Ensure and maintain ADA compliance
• Be up to date with all BTD Medicaid contract obligations and requirements.
• Serve as liaison between vehicle operators and emergency personnel in the event of an accident.
• Check the appropriate website, keep trips updated, and operators/supervisors informed of any changes.
• Have a pleasant phone manner with a professional manner and properly and calmly respond to problem callers.
• Maintain the standards of BTD, including but not limited to the Drug & Alcohol and safety policies and procedures.
• Become familiar and stay up to date with BTD's program policies and procedures.
• Ability to operate in a constant state of alertness and in a safe manner.
• Become familiar and stay up to date with BTD’s service area.
• Maintain all records of vehicle changes.
• Be familiar with all ADA compliance in regards to scheduling, fares, and other regulations.
• Maintain communications with operators/supervisors and fix/update geocoding or directional errors as reported.
• Make sure that each client is provided with the correct information regarding BTD’s services: fare information, trip booking information and send information request to Call Center Supervisor when client requests additional information (such as a Rider’s Guide).
• Check and enter every new client and location address and double check with public maps for accuracy
• Applicant must be computer literate, able to answer multi-line phones and communicate efficiently with customers and coworkers.
• Must be pleasant, professional, have excellent customer service and multi-tasking skills.
• Must be able to pass DOT drug screen.
Education and Experience:
• Equivalence to a high school education.
• One-year computer experience required
• Must be able to type 40 words per minute.
• Must be familiar with the Windows environment.
• Customer service experience preferred.
All employees will be required to work before, during, or after an Emergency. During an Emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.