Paratransit Reservations Lead - Scheduling & Support

NJ TRANSIT; Maplewood (NJ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health Insurance

Flexible Spending Account

Life Insurance

Paid Leave

Tuition Assistance

Pre-Tax Commuter Benefits Plan

Retirement Plans

401(a) employer contribution

401(k) matching

457(b) Deferred Savings Plan

Job summary

NJ TRANSIT is seeking a Reservations Specialist for Access Link in New Jersey. You will answer inquiries, schedule ADA paratransit travels, and handle escalations within the Access Link operations.

This role supports the paratransit program and ensures accurate scheduling using the PASS system. The position requires strong communication skills, familiarity with call-center tools, and the ability to work flexible shifts.

Qualifications

• Typing proficient and clear English communication.
• Excellent oral and written communication skills.
• Experience with ACD telephone systems is preferred.
• Familiarity with paratransit operations and ADA policies.

Responsibilities

• Receives telephone reservation requests and general inquiries, validates trip information using a computerized map, interprets itineraries to determine eligibility, and schedules trip requests into PASS.
• Monitor and review all reservations created by staff and telephone service provider.
• Process digital reservations and group trip requests accurately per Access Link policies.
• Update customer records and trip comments in the system manually or via computer.
• Provide coaching to reservationists on errors and reinforce procedures for accuracy and continuous improvement.
• Assist Operations Supervisors by disseminating updates and checking reservations as directed.
• Process Feeder Service/Intra-Modal Service Trips.
• Handle escalated customer concerns with professionalism and tact.

Skills

Typing speed

English fluency

MS Word/Excel

Telephone etiquette

Interpersonal skills

Education

High school diploma or equivalent

Tools

PASS system

ACD

MS Word

MS Excel

Job description

NJ TRANSIT is seeking a Reservations Specialist for Access Link in New Jersey. You will answer inquiries, schedule ADA paratransit travels, and handle escalations within the Access Link operations.

This role supports the paratransit program and ensures accurate scheduling using the PASS system. The position requires strong communication skills, familiarity with call-center tools, and the ability to work flexible shifts.