Job Description

Description

Lead Reservationist

Overview:

The Lead Reservationist is responsible for daily supervision and coaching of reservationists on the floor and at remote locations. The pay is $18/hour.

Responsibilities:

• Assuring quality of operations including monitoring and observing customer phone calls and coaching to resolve customer service issues and compliance with the MBTA policies and procedures

• Resolving routine reservations staffing issues, including covering breaks, staff tardiness or absence, and reassigning staff or modifying the routing of calls as needed to maintain performance
• Coaching reservationists to resolve performance issues and maintain compliance with Transdev and DART policies and procedures
• Resolving any immediate customer related issues, especially escalated problems
• Meeting with the Manager on a regular basis
• Performing the duties of Reservationists when needed and possible without compromising primary Lead Reservationist duties
• Other duties as required.

Qualifications:

Education, Licensing, and Certifications :

• High school diploma or equivalent, such as GED, required

Experience Preferred: 

• 3 years of call center experience, preferably in the transportation industry

Skills and Knowledge Required: 

• Ability to supervise others
• Excellent communication skills in person and over the telephone
• Ability to maintain amiable relations with customers and other outside contacts

• Strong computer skills and the ability to learn new software
• Ability work flexible hours

Travel requirement (as a percent): <5% for occasional meetings

Pre-Employment Requirements:

• Must submit to drug testing and a background check

Physical Requirements:

• Must be able to work shifts or flexible work schedules as needed.
• 100% of work is accomplished indoors and in air conditioned or well-ventilated facilities
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

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