Reservationist

About MVT: MVT proudly operates the Barrie Transit conventional and specialized transit service for the City of Barrie from a brand new $22M state-of-the-art facility as part of a 20-year operating contract. The team at MVT is committed to being a company that makes a difference in people’s lives by inspiring our employees, treating our customers as part of the family, and making our communities even better places to live.

The team is seeking full-time Reservationist to provide accurate booking of specialized transit service trips. The Reservationist also makes scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimizing service disruptions as a result of vehicle/operator availability and/or emergency situations. This position must be proficient in the Trapeze software and its best use practices.

Position Summary: The Reservationist, under the supervision of the Customer Service Supervisor will be responsible for the accurate booking of specialized transit service trips. The Reservationist also makes scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimizing service disruptions as a result of vehicle/operator availability and/or emergency situations.

Key Responsibilities & Accountabilities: The following is not intended to be a comprehensive list of the essential functions of the Reservationist position, but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The Reservationist must be able to perform the following tasks, among others:

• Answers passenger calls in a prompt and professional manner while ensuring minimal hold times
• Records necessary trip information and performs initial trip assignment using transit scheduling software
• Negotiates trip times where necessary or appropriate and performs system trip edit as required
• Processes and communicates passenger cancellations or schedule changes in a timely manner to transit operators
• Reschedules trips when necessary in the event of operator or vehicle shortages, vehicle malfunction, traffic, or emergency situations and in consideration of project work scheduling policies
• Assigns will-call and same day trips to available and appropriate vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity
• Provides assistance to passengers in using the service as well as when inquiring about individual trip status
• Provides system information for current and new passengers as well as for potential passengers on accessing the transportation service
• Maintains up to date passenger records in system, making necessary changes in status, client contact information, fare/rider type or other important field entries
• Assigns work, vehicles and onboard equipment to operators and maintain check-out logs
• Assigns stand-by or extra board operators in the event of operator absences, increased service volumes or in
• order to minimize service disruptions as a result of traffic, vehicle malfunctions, operator problems and/or emergency situations
• Reviews pre-trip inspections and reassign vehicles as necessary for safety defects and out of service conditions
• Assigns vehicles giving consideration to preventive maintenance schedules and capacity needs
• Secures all equipment issued to operators at pull out upon check-in
• Maintains two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary
• Monitors operators and trip status, making adjustments and reassignments as necessary to ensure on time performance
• Reconciles trip manifests and fares collected by operators upon check-in
• Reviews post-trip inspections and communicate potential problems to maintenance staff
• Collects any lost and found articles and catalog, attempt to contact appropriate passengers where possible
• Communicates effectively with operations staff regarding scheduling or passenger issues
• Prepares, verifies, and reviews staff schedules and work records for payroll purposes
• Maintains attendance log for operators and other appropriate staff
• Documents accurately and appropriately daily events related to service
• Maintains scheduling and performance data in the event of real-time operations
• Maintains accurate records and monthly reports and corresponding filing systems
• Respects and maintains the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public or to employees-at-large.
• Supports other departments (e.g. Maintenance, Operations, Human Resources, Health & Safety) with various duties including special projects and providing back-up when required
• Maintains a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees
• Demonstrates consistent attendance and punctuality in compliance with the company attendance policy
• All other duties as assigned

Working Conditions: The Reservationist works primarily in an office environment. The Reservationist may be called upon after hours from time-to-time by office employees or managers, in an emergency, or other reasons as required. The job requires the following physical activities: sitting, standing, walking, pushing, pulling, loading and unloading, typing, filing, answering phones.

Talent Requirements:

• High School Diploma or equivalent
• Experience working with persons with disabilities and/or senior citizen groups
• Previous customer service, dispatching, data entry and/or clerical experience preferred
• Experience with Trapeze (PASS) or similar transit scheduling software preferred
• Experience handling multiple tasks accurately and effectively in a fast-paced environment
• Be able to pass and maintain a clear Criminal Background Check

Knowledge, Skills, & Abilities:

• Ability to provide excellent customer service and communicate effectively with passengers, passenger representatives, agency staff in a professional manner
• Knowledge of the transit service area and system parameters, client and service operating requirements
• Working knowledge of Trapeze (PASS) or similar transit scheduling software and the skills to resolve situational challenges
• Proficient in Microsoft Office software including spreadsheet, word-processing applications, etc.
• Ability to use multi-line phone system and handle multiple tasks concurrently, accurately and effectively
• Ability to work a variety of different shift and flexible hours including days, evenings and weekends
• Ability to work independently and objectively, plan ahead and schedule work
• Ability to remain calm and manage emergency situations and ensure the safety of all customers and employees
• Ability to develop and maintain a good working relationship with other staff
• Strong written and verbal communication skills
• Demonstrated ability to manage with a “Safety First” attitude

Benefits of Working with MVT:

• Challenging and rewarding work environment
• Ability to work independently in a state-of-the-art facility
• RRSP, benefits and paid vacation
• Room for growth/advancement
• Employee discounts