Senior Reservationist & On-Shift Coach (Onsite)

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.

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.