Reservations Supervisor and Agent

Company:	MV Transit Company Profile \| Current Opportunities (4)
Job Location(s):	Hyattsville
Special Notes/Instructions:	When applying, please state if you are applying for the Agent or Supervisor position.
Employment Term:	Regular
Employment Type	Full Time
Start Date:	Immediate
Starting Salary Range:	Not Provided
Required Education:	Open
Required Experience:	2 to 20+ years
Related Categories:	Admin - Secretarial and Office Mgmt, Management and Supervision, Customer Service - Call Center

Position Description

Reservations Agent:

Duties Include:

In an in-bound call center field phone calls from persons with disabilities who are requesting transportation for various appointments and destinations.

Using a combination of functions found in sophisticated scheduling software to created trip bookings.

Communicate effectively with various departments to resolve customer inquiries, requests and complaints.

Display exemplary customer service skill and ability to handle multiple tasks.

Assists department supervisors and other employees with maintaining service levels and customer satisfaction.

Follow office procedures, policies, memos and bulletins to support overall departmental goals.

Requirements:

At least 3-years of Customer Service experience, 1-year must have involved processing customer requests using a telephone.

Previous experience working in an in-bound call center is preferred.

Ability to type at least 30 wpm.

Ability to work in fast-pace environment.

Excellent demonstrated written and verbal communication.

Experience working with persons with disabilities is a plus.

Computer skills required.

Reservations Supervisor:

The Reservations Supervisor will manage the reservationists who accept trip reservations from eligible passengers collecting all necessary data and scheduling trips manually or through the use of an automated system in a manner to maximize efficiency and productivity while meeting contract requirements.

Manage reservation agents for a 7 day a week operation.

Handle escalated customer service issues with customers and with client

Determine efficient work schedules to ensure calls are handled within goal parameters.

Critical results include:

Work with IT, Scheduling, Dispatch, Customer Service and other related departments to ensure good communication within the call center.

Work with Training Manager to ensure quality employees are hired and trained according to instruction manual

Handle escalated problems/issues with client or customers

Provide weekly reports to Reservations Manager regarding staffing, call performance, status of pending projects and other issues involving the reservation department.

Manage daily operations and work schedules to ensure minimum service level goals and requirements are met.

Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.

Communicate effectively with operations staff regarding scheduling or passenger issues.

Promote the adherence to office policies and procedures.

Administer discipline when appropriate.

Maintain professional demeanor and appearance.

Requirements:

Education:

High School Diploma

2 years of college preferred.

Experience:

Five or more years of demonstrated customer service experience is required.

Three or more years of supervisory and/or management experience is required.

Experience working in a call center is desired

Experience working with persons with disabilities is preferred.

Knowledge, Skills, &Abilities:

Strong customer service skills

Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements

Ability to work independently and follow directions

Ability to adapt and remain flexible in a dynamic environment

Ability to manage multiple projects while managing 7 day/week operations