Full-Time Onsite Paratransit Reservations Agent

Transdev North America; Portland (OR); On-site; USD 33,000 - 39,000; Full time

Job summary

Transdev North America in Portland, OR is hiring a Full-Time Reservationist to intercept customer calls and schedule transportation. This 100% onsite role requires friendly, customer-service oriented people who are dedicated to safety and ADA accessibility.

You will serve as the primary contact for TriMet LIFT ADA paratransit customers, provide accurate reservations, and maintain high-quality service in a high-volume call center using Cisco phones.

Qualifications

• High school diploma or GED.
• One year of call center experience preferred.
• Experience in paratransit, public transportation, or human services desirable.
• Minimum typing speed of 35 words per minute.
• Ability to work rotating shifts, weekends, and holidays as required.
• Ability to pass background screening and maintain confidentiality.
• Answer high-volume inbound calls promptly and professionally using the Cisco phone system.
• Communicate clearly, respectfully, and patiently with customers who may have speech, hearing, cognitive, emotional, or mobility limitations.
• Adapt communication style to meet individual customer needs while maintaining consistency and policy compliance.
• Routinely manage angry, frustrated, distressed, or emotionally escalated callers using approved de‑escalation techniques.
• Maintain composure and professionalism while using approved de‑escalation techniques and escalation protocols.
• Balance empathy for individual circumstances with adherence to ADA requirements, TriMet policies, and operational limitations.

Responsibilities

• Serve as the primary point of contact for TriMet LIFT ADA paratransit customers and the general public.
• Provide accurate, ADA-compliant trip reservations, modifications, and cancellations while delivering high-quality customer service.
• Act as the gateway to the LIFT service delivery system, recognizing that reservation accuracy directly impacts safety, scheduling, dispatch, service reliability, and customer satisfaction.
• Operate in a high-volume call center environment requiring sound judgment, attention to detail, and professionalism.
• Routinely manage challenging customer interactions and serve as a first point of contact for incidents and service disruptions.
• Answer high-volume inbound calls promptly and professionally using the Cisco phone system.
• Communicate clearly, respectfully, and patiently with customers who may have speech, hearing, cognitive, emotional, or mobility limitations.
• Adapt communication style to meet individual customer needs while maintaining consistency and policy compliance.
• Routinely manage angry, frustrated, distressed, or emotionally escalated callers using approved de‑escalation techniques.
• Maintain composure and professionalism while using approved de‑escalation techniques and escalation protocols.
• Balance empathy for individual circumstances with adherence to ADA requirements, TriMet policies, and operational limitations.

Skills

Call center experience

Typing 35 wpm

Customer service

Education

High school diploma or GED

Tools

Cisco phone system

Job description

Transdev North America in Portland, OR is hiring a Full-Time Reservationist to intercept customer calls and schedule transportation. This 100% onsite role requires friendly, customer-service oriented people who are dedicated to safety and ADA accessibility.

You will serve as the primary contact for TriMet LIFT ADA paratransit customers, provide accurate reservations, and maintain high-quality service in a high-volume call center using Cisco phones.