Paratransit Reservationist

Sunline; Thousand Palms, Northern (CA, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

SunLine Transit Agency in Thousand Palms, CA is seeking a Paratransit Reservationist to schedule rides and deliver high-quality customer service to passengers with disabilities and seniors. The role emphasizes accurate data handling, timeliness, and courteous communication.

Qualifications include a high school diploma or GED and at least one year of customer contact experience. The position involves clerical duties, data entry, and collaboration with the dispatch team to optimize ride efficiency.

Qualifications

• 1 year of experience interacting with customers via telephone or similar devices.
• Strong English communication and telephone etiquette.
• Ability to enter data accurately while on calls.
• Knowledge of ADA requirements and related policies.
• Proficiency in basic computer and data-entry tasks.

Responsibilities

• Make or modify paratransit reservations and monitor ride statuses.
• Respond to customer inquiries, complaints, and request status updates.
• Provide information on transportation services, fares, and agency programs.
• Maintain accurate customer profiles and scheduling history.
• Prepare call logs and run predefined reports for supervisors.
• Cross-train to provide backup to Customer Service.
• Perform other duties as assigned by management.

Skills

Customer service

Telephone etiquette

English communication

Data entry

ADA knowledge

Education

High School Graduate/GED

Tools

MS Office Suite

Customer Service Software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

PUBLIC INFORMATION Full Time Thousand Palms, CA, US

SUMMARY OF POSITION

The Paratransit Reservationist provides ride scheduling and other Paratransit services for individuals in the community with qualifying disabilities under the ADA or seniors. The Reservationist provides timely, accurate, and courteous customer assistance and information to Paratransit passengers and the general public, maintains accurate customer records, and performs clerical and administrative duties as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties listed below are intended as a partial list of the various types of work that may be performed.

• Makes or modifies service reservations for paratransit customers; monitors existing and pre-scheduled rides to ensure efficient usage of vehicles and prevent over-booking; communicates with dispatch as needed to estimate arrival times and provide driver assistance regarding route information and use of mobility devices and/or escorts.
• Records and responds to customer inquiries, suggestions, requests and complaints; directs passenger concerns to dispatch and follows up to confirm resolution; contacts passengers in writing regarding complaint status and resolution.
• Responds to paratransit passenger inquiries about transportation services, fares, and Agency programs that accommodate special groups including senior citizens and the disabled.
• Maintains accurate customer profiles, including history of scheduled trips and destinations, cancelations or modifications for scheduled service reservations, verifies customer identification, address, phone contact, location and other customer information pertinent to the services requested and provided.
• Completes call logs, enters data and runs predefined reports for supervisors.
• Cross-trained to provide backup to Customer Service.
• Performs other tasks, functions and duties as requested by management

OTHER DUTIES

• Operates telephone, computer terminals, keyboard equipment and other standard office equipment required to communicate with customers.

SUPERVISION RECEIVED/EXERCISED

Receives direct supervision from the Customer Service Manager.

QUALIFICATIONS

Knowledge of:

• Principles, practices, concepts and techniques used in customer service, public relations and community outreach.
• Proper telephone etiquette, effective business communications and correct English usage.
• Relative location of cities, basic geography and prominent landmarks in the Coachella Valley.
• Working knowledge of ADA requirements, policies and procedures.
• Uses and operations of computers and data- entry techniques.

Ability to:

• Communicate accurately and effectively with passengers; understand passenger requests for information or assistance and take appropriate actions; maintain a courteous and tactful manner when under pressure from customers.
• Hear telephoned oral information accurately; speak in a manner clearly transmitted by telephone.
• Enter data into a computer while on the telephone.
• Compose brief, simple written communications; write legibly.
• Operate a computer using MS Office Suite as well as specialty software to perform essential functions of the job.
• Exercise sound judgment within established policies, procedures and standards.
• Establish and maintain positive working relationships with Agency employees, the public and others encountered in the course of work.

Education:

High School Graduate, GED or foreign equivalent and minimum one year of experience interacting with customers using telephones or other communications devices, such as telemarketer, switchboard operator, receptionist, etc.

Why Join Us?

We are committed to fostering a collaborative, customer-focused workplace where employees have opportunities to contribute, grow professionally, and make a meaningful impact on our organization and the community we serve.

Additional Information

To ensure you receive important recruitment updates, interview invitations, and other employment-related communications, please monitor your email regularly, including your spam, junk, and clutter folders. Due to previous filtering issues, emails from the Agency have occasionally been directed to these folders. Candidates are responsible for ensuring they receive and respond to all communications in a timely manner.

Disclaimer:

This job specification is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

All applicants are subject to SunLine Transit agency employment requirements, including our Physical. Drug and Alcohol testing program and Background check.

Nepotism Policy:Recruitment shall be conducted consistent with the Agency's nepotism policy, which is available upon request by contacting Human Resources at 760-343-3456, ext. 1609.

SunLine Transit Agency reserves the right to select the best-qualified person applying for vacant positions.

AN EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER