Job Abstract

The Scheduler is responsible for providing timely, accurate, and courteous customer assistance and information services to the passengers of the Chester County Department of Community Transit. This position is responsible for the receipt and computerized recording of trip requests and cancellations from customers, and for ensuring that the information is provided to the appropriate scheduling, dispatching, and/or driving staff in a timely manner.

The individual in this position is responsible for a variety of customer service duties including answering phones, taking reservations, providing information, and performing a variety of clerical and recordkeeping functions related to transportation programs supported by the Department of Community Transit. Individuals in this position are expected to exercise patience and discretion in a demanding call center environment.

This position requires a high school degree or GED equivalent, with some completed college coursework preferred. Prior experience with public transit or school bus transportation service is highly desirable. At least six months of experience in a call center or performing paratransit transportation scheduling is highly desirable.

• Receives and processes trip requests for paratransit system operations information.
• Accurately schedule paratransit service requests.
• Monitor and correct problem trips.
• Maintain templates for subscription trips, match, and batch trips to maximize efficiency, and maintain database by creating and changing subscription trips.
• Work closely with staff to assist in selecting efficient trip options.
• Maintain close contact with any contracted service providers regarding capacity, routes, and vehicle needs.
• Recommend route planning and review to ascertain those routes are utilized to their maximum efficiency.
• Contributes effective communications within the organization by establishing and maintaining open communication lines with all staff members and the public.
• Keeps management and staff informed of critical incidents and information needed to ensure smooth operations.
• Answers passenger calls collecting all necessary information for the trip periods.
• Uses all available technologies, such as Ecolane to complete data entry of passenger information for specific trip requests, negotiating requested times where necessary or appropriate.
• Provides feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
• Cancels or modifies trips scheduled on an as-needed basis.
• Negotiates trip times with customers as needed to balance service supply and demand.
• Communicates passenger cancellations in a timely manner to Scheduling, Dispatch or Drivers.
• Maintains up-to-date passenger records in customer database, making all necessary changes in status client contact information, rider type or other important information.
• Maintains accurate records and appropriate filing systems.
• Communicates effectively with paratransit operations staff regarding scheduling or passenger issues.
• Advises people who are not currently eligible for paratransit services of the requirements and assist them in the appropriate method of qualifying.
• Monitors paratransit operating practices and procedures to assure compliance with the Chester County Department of Community Transit’s procedures and guidelines.
• Assist with departmental telephone calls when necessary and ensure telephone calls are answered in a courteous and professional manner.
• Performs other duties as may be required or assigned.

Required Skills, Knowledge & Experience:

Education: This position requires a high school degree or GED equivalent.

Experience: At least six months of experience in a call center or performing paratransit transportation scheduling is highly desirable.

Qualifications / Requirements:

• Ability to interface effectively with all levels of County management.
• Ability to understand transit systems operations and service area.
• Ability to maintain confidential information and handle confidential matters.
• Strong analytical and problem-solving skills.
• Excellent verbal, written and interpersonal skills.
• Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
• Basic to Intermediate skill to use a personal computer and various software packages.
• Preparing reports.
• Maintaining logs and records.
• Operate applicable office equipment.
• Ability to work independently and proceed with objectives.
• Ability to work various shifts and days, including weekends and holidays.
• Ability to work extended hours, as necessary.

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

Computer Skills Required:

To perform this job successfully, an individual should have, at minimum:

• Intermediate Word skills
• Intermediate Excel skills
• Basic Outlook skills
• Basic Internet skills

• Prior experience with scheduling, dispatch, or customer reservation software is preferred

Physical Demands:

While performing the duties of this position, an individual is frequently required to sit, stand, walk, talk, hear and climb stairs. Occasionally, an individual will need to bend at the waist while working, reach or work with arms above shoulders, kneel, stoop, crouch or squat.

The specific vision requirement listed for this position is:

• Close vision (clear vision at 20 inches or less)

Work Environment:

Duties will typically be performed in either an office environment (where the noise level is quiet to moderate) or an indoor garage environment (where the noise level is moderate to loud). Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.

Certificates / Licenses / Clearances Required:

Does the position necessitate a criminal background check? (must be job-related): Yes

This position requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five (5) years:

• PA Child Abuse
• PA Criminal History
• FBI Criminal History