Reservationist

MVT Canadian Bus; Barrie; On-site; CAD 30,000 - 60,000; Full time

Job summary

A public transit service provider in Barrie is seeking a full-time Reservationist. The role involves booking specialized transit service trips and making scheduling adjustments to ensure on-time performance. Applicants should possess strong customer service skills and experience using Trapeze software. The position offers a pay rate of $20.05 per hour with opportunities for growth.

Benefits

Company-paid uniforms

Employee discounts with local businesses

Room for growth and advancement

Qualifications

• Experience working with persons with disabilities and/or senior citizen groups.
• Previous customer service, dispatching, data entry, or clerical experience preferred.
• Ability to pass and maintain a clear Criminal Background Check.

Responsibilities

• Provide accurate booking of specialized transit service trips.
• Assist scheduling adjustments to maximize on-time performance.
• Answer passenger calls promptly and professionally.

Skills

Customer service

Communication

Multi-tasking

Education

High School Diploma or equivalent

Tools

Trapeze (PASS)

Microsoft Office

Job description

Overview

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 a full-time Reservationist to provide accurate booking of specialized transit service trips. The Reservationist also helps scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, and minimize service disruptions due to vehicle or 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, is responsible for the accurate booking of specialized transit service trips and for scheduling adjustments to maximize on-time performance and minimize service disruptions.

Responsibilities & Accountabilities

• Answer passenger calls promptly and professionally with minimal hold times
• Record trip information and perform initial trip assignments using transit scheduling software
• Negotiate trip times as needed and perform system trip edits
• Process and communicate passenger cancellations or schedule changes to transit operators
• Reschedule trips during operator or vehicle shortages, malfunctions, traffic, or emergencies in line with scheduling policies
• Assign will-call and same-day trips to appropriate vehicles to ensure on-time performance and minimize wait times
• Assist passengers in using the service and provide trip status information
• Provide system information to current, new, and potential passengers
• Maintain up-to-date passenger records and changes in status, contact information, fare/rider type, or other fields
• Assign work, vehicles, and onboard equipment to operators and maintain check-out logs
• Assign stand-by or extra board operators as needed to minimize disruptions
• Review pre-trip inspections and reassign vehicles for safety defects or out-of-service conditions
• Consider preventive maintenance schedules and capacity when assigning vehicles
• Secure equipment issued to operators at pull-out and check-in
• Maintain two-way communication with operators about customers, cancellations, and directions
• Monitor operator and trip status and adjust as necessary to ensure on-time performance
• Reconcile trip manifests and fares with operators at check-in
• Review post-trip inspections and report potential maintenance issues
• Collect and catalog lost and found items and contact appropriate passengers when possible
• Communicate effectively with operations staff regarding scheduling or passenger issues
• Prepare, verify, and review staff schedules and work records for payroll
• Maintain attendance logs for operators and other staff
• Document daily events related to service and maintain scheduling and performance data for real-time operations
• Maintain accurate records and monthly reports and filing systems
• Respect and maintain confidentiality of all employee, business, client, and customer information
• Support other departments with special projects and back-up duties as required
• Maintain a safe work area and a focus on safety to reduce the risk of injury
• Demonstrate consistent attendance and punctuality in line with company policy
• All other duties as assigned

Working Conditions

The Reservationist works primarily in an office environment. After-hours work may be required in emergencies or other situations. Physical activities include sitting, standing, walking, pushing, pulling, loading, unloading, typing, filing, and 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, or clerical experience preferred
• Experience with Trapeze (PASS) or similar transit scheduling software preferred
• Experience handling multiple tasks accurately in a fast-paced environment
• Ability to pass and maintain a clear Criminal Background Check

Knowledge, Skills & Abilities

• Provide excellent customer service and communicate effectively with passengers, representatives, and agency staff
• Knowledge of the transit service area, system parameters, and operating requirements
• Working knowledge of Trapeze (PASS) or similar software and ability to resolve situational challenges
• Proficiency in Microsoft Office applications
• Ability to handle multiple tasks concurrently on a multi-line phone system
• Willingness to work varied shifts, including days, evenings, and weekends
• Ability to work independently, plan ahead, and manage workloads
• Calm under pressure and able to manage emergency situations while ensuring safety
• Ability to build and maintain good working relationships with staff
• Strong written and verbal communication skills and a safety-first attitude

Benefits

• Opportunities to work close to home with minimized commute
• Challenging and rewarding work providing safe transport to the public
• Independent work in a state-of-the-art facility
• Varied work schedules (7 days a week operation)
• Company-paid uniforms
• Employee discounts with local businesses
• Room for growth and advancement

How to Apply

Interested applicants please apply online. Note: Due to high volume of applications, MVT will contact only shortlisted applicants.

MVT is committed to equity in employment with a diverse, inclusive workforce. Accommodation is available for applicants, including those with disabilities, during recruitment. Please contact Human Resources.

Job Details

Job Types: Full-time, Permanent

Pay: $20.05 per hour

Expected hours: 40 per week

Experience (Preferred)

• Scheduling: 1 year
• Customer service: 1 year

Work Location

In person