Lead Reservationist

Transdev North America, Inc.; Portland (OR); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Full-Time

Salary progression

Job summary

Transdev in Portland, OR is hiring a Lead Reservationist to serve as a working lead for TriMet LIFT Reservations, performing Reservationist duties while providing on-shift leadership and escalation support.

You will work closely with the Call Center Manager and Supervisors to meet service goals, follow procedures, and communicate updates by staying engaged in call handling, trip booking, and customer interactions alongside staff.

Qualifications

• Minimum qualifications include high school diploma or GED.
• One year of customer service or call center experience preferred.
• Experience in paratransit, public transportation, or human services is 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.

Responsibilities

• Handles high-volume inbound calls with patience and professionalism, de-escalating upset callers while following ADA and policy.
• Serves as the primary on-shift trainer for new Reservationists, delivering training and coaching, reporting trainee readiness to the Call Center Manager.
• Coaches Reservationists in real time on ADA rules, pickup windows, shared-ride requirements, and mobility determinations while monitoring accuracy and policy application.
• Acts as first escalation point for complex or ADA-sensitive issues, routing to Supervisor or leadership as needed.
• Verifies customer eligibility in Trapeze and books, modifies, or cancels trips within guidelines, documenting details and no-shows.

Skills

Customer service

Call center experience

Typing 35 wpm

Communication skills

Bilingual

Education

High school diploma or GED

Tools

ADA policies

Trapeze system

Job description

Transdev in Portland, OR is hiring a Lead Reservationist to serve as a working lead for TriMet LIFT Reservations, performing Reservationist duties while providing on-shift leadership and escalation support. Working closely with the Call Center Manager and Supervisors, this role helps ensure service goals are met, procedures are followed, and updates are clearly communicated by remaining actively engaged in call handling, trip booking, and managing customer interactions alongside staff. The Lead Reservationist also provides on-the-spot support and reinforces training to maintain consistent, high-quality service. This job is 100% onsite.

Transdev Is Proud To Offer

• Non-Union Position: Full-Time
• Competitive compensation package of $29.37/hr. with progression to $32.01/hr. over 3 years.

Benefits Include

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key Responsibilities

• Customer Service & Call Handling: Handles high-volume inbound calls with patience and professionalism, adapting communication for customers with disabilities and de-escalating upset callers while staying within ADA and TriMet LIFT policy.
• Training & Onboarding: Serves as the primary on-shift trainer for new Reservationists, delivering the approved curriculum through call shadowing, hands-on system training, and real-time coaching, and reports on trainee readiness to the Call Center Manager.
• On-Shift Leadership & Quality Oversight: Coaches Reservationists in real time on ADA rules, pickup windows, shared-ride requirements, and mobility determinations while monitoring accuracy, documentation, and consistent policy application.
• Escalation & Issue Containment: Acts as the first escalation point for complex or ADA-sensitive customer issues, resolving what they can and routing the rest to the Reservations Supervisor, Dispatch, Safety, or leadership.
• Trip Reservations, Modifications & Cancellations: Verifies customer eligibility in Trapeze and books, modifies, or cancels trips accurately within ADA and program guidelines, documenting all details and no-show patterns so changes flow correctly to Dispatch.
• Other duties as required.

Minimum Qualifications

• High school diploma or GED required.
• One year of customer service or call center experience preferred.
• Experience in paratransit, public transportation, or human services is 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.
• Ability to read, comprehend and understand maps and navigational data.
• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases, and routes.
• Ability to communicate clearly and concisely both verbally and in writing including working with individuals with disabilities or other communication challenges.
• Excellent computer skills and ability to learn advanced computer aided scheduling systems.
• Basic math, writing, and computer skills.
• Ability to communicate via telephone with clear speech and a pleasant phone manner.
• Bilingual preferred.

Travel requirement (as a percent): <1% for occasional meetings.

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.
• Must be able to work in high-volume work environment near and around others talking in person or on the phone.

Drug-free Workplace

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ.

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.