Paratransit Dispatch & Customer Experience Specialist

MTM Transit; Ajo (AZ); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health and Life Insurance Plans

Dental and Vision Plans

401(k) with a company match

Paid Time Off and Holiday Pay

Maternity/Paternity Leave

Casual Dress Environment

Tuition Reimbursement

MTM Perks Discount Program

Leadership Mentoring Opportunities

Job summary

MTM Transit is hiring a Customer Experience Agent in Arizona to support dispatch, scheduling, and rider communication for paratransit services. The role emphasizes safe, on-time operations, coordinating with drivers and monitors, and maintaining accurate trip records.

The position requires a high school diploma and 2+ years in transportation call center roles, with proficiency in scheduling software and MS Office.

Qualifications

• High school diploma or GED equivalent
• 2+ years in transportation call center operations, routing, dispatching, and scheduling
• Basic understanding of local geography and transportation regulations
• Possess valid authorization to work in the United States

Responsibilities

• Assist with all phone call information and dispatching of rides
• Organize and route trips based on schedule and location
• Provide assistance to drivers for directions to destinations
• Book and confirm client trips based on vehicle availability, location and timing
• Optimize daily schedules to reduce fuel costs and increase fleet efficiency
• Assist drivers and transportation providers with problems or issues relating to scheduling
• Establish and maintain effective communication with transportation providers
• Answer incoming calls from customers and drivers in a professional manner
• Log customer interactions and maintain detailed call records in appropriate system
• Record and report incidents to the applicable manager
• Document and report provider no shows or on-time-performance issues
• Inform providers of next-day trips and new trips
• Monitor radio/phones/on-road service quality
• Record departure times, destinations, and return times
• Provide feedback on drivers’ performance
• Address and resolve complaints or escalate as needed

Skills

Communication

Organization

Prioritization

Scheduling software

Two-way radio

Data analysis

MS Office

Confidentiality

Attendance

Education

High school diploma or GED

Tools

Transit scheduling system

GPS

GIS

Job description

MTM Transit is hiring a Customer Experience Agent in Arizona to support dispatch, scheduling, and rider communication for paratransit services. The role emphasizes safe, on-time operations, coordinating with drivers and monitors, and maintaining accurate trip records.

The position requires a high school diploma and 2+ years in transportation call center roles, with proficiency in scheduling software and MS Office.