Reservation Clerk

Salary: Position Range: $20.93 - $31.28FLSA Status: Non-ExemptJoin the team that keeps the Tri-Cities moving!

Our Mission: Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.

Our Values: We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety. Employees and representatives of BFT are expected to uphold our values and mission.

Nature of Position: Maintain the continuity, efficiency, and effectiveness of the Agency's paratransit service by scheduling rides for eligible elderly passengers and persons with disabilities. Display a professional attitude and provide effective customer relations.

Essential Duties and Responsibilities: Receive and respond to telephone, TDD, email, or faxed trip requests for paratransit system operations information; accurately schedule paratransit service requests. Provide timely, accurate, and courteous customer assistance and information services to customers and the public. Schedule trips using the application of conditional eligibilities. Modify and/or schedule standing rides onto run templates. Create daily manifests for paratransit drivers based on customer demands. Monitor efficiencies of manifests to ensure that routes are logical and efficient based on customer needs; work closely with paratransit dispatchers to ensure continuity and efficiency of service. Provide customer service with late vehicle service, verifying "No Shows" and assisting riders with resolving service related complaints. Cancel or modify trips scheduled on an as needed basis. Verify and update passenger information, locations, addresses, and special comments using system software. Advise potential applicants of the eligibility requirements; assist in the appropriate methods of qualifying to non-eligible applicants. Assist with the preparation of applications to be sent to perspective applicants. Maintain various logs and produces reports as assigned. Receive customer complaints and accurately document issues; to refer to appropriate department personnel for resolution. Exercise judgement to ensure compliance with established policies, procedures, and guidelines. Maintain sensitivity and patience to a diverse group of individuals. Work with and maintain confidential information. Demonstrate regular and punctual attendance. Other duties as assigned.

Knowledge, Skills & Abilities: Basic office administrative practices and procedures. Familiar with the geography, transit routes, and landmarks of Benton and Franklin counties; read schedules, paper and/or electronic maps; comprehend directions of travel. Ability to operate the telephone using a clear, well-modulated voice, and good diction. Excellent customer service techniques used to establish, maintain, and foster positive working relationships with those encountered during work. Work in a highly visible and demanding environment adjust to changing priorities and deadlines with poise and confidence. Basic understanding of laws, rules, and regulations relevant to assigned work unit. Ability to deal tactfully, patiently and effectively with individuals from diverse backgrounds frequently under stressful circumstances. Must ensure a high degree of accuracy for trip reservations. Keep legible and accurate records. Basic mathematics to calculate solutions to routine mathematical problems. Learn new technologies, policies, procedures and guidelines established by professional organizations and/or governing agencies. Utilize office equipment and other relevant technology (software and systems) to meet business needs. Understand, follow, and communicate clearly and concisely, both orally and in writing. Work as a team member and independently; effectively apply organizational and time management skills; meet deadlines and comply with Agency policies. Exercise sound judgment in making decisions. Focus on tasks and recall details; handle frequent interruptions.

Other Characteristics: Collaboration: Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively. Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy and respect. Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical conduct. Customer Service: Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations. Innovation: Considers new approaches to situations; encourages ideas and improvements. Sustainability: Actively encourages environmental benefits and the conservation of natural resources. Safety: Adheres to safety related laws, regulations, standards, and practices; performs work in a safe manner; encourages and supports others to be safe while at work.

Minimum Qualifications: High School Diploma or G.E.D. equivalent; and two years of customer service experience; or an equivalent combination of experience, education, and training. Type 40 wpm.

Shifts: 6 am - 2 pm or 1pm - 7 pm, dependent on business needs.

Licenses, Certifications & Other Requirements: None.

Preferred Qualifications: Previous experience with transit and/or paratransit operations.

Physical Requirements: Generally sedentary in nature; occasionally stand and walk; intermittently kneel, stoop, bend and twist at the waist, and reach overhead; sit for long periods of time. Rarely kneel, crouch, or crawl. Occasionally lift, push/pull, or carry up to 40 pounds. Good vision to read print and computer screen. Hear and speak to communicate in person, before groups, and over the telephone. Manual dexterity of hands and fingers to include repetitive keyboarding, grasping and reaching to operate a computer keyboard, mouse and/or standard office equipment.

Working Conditions: Work is primarily performed in an office environment where noise, frequent interruptions and lack of privacy. Must be able to sit for prolonged periods of time. Operate motor vehicle. If you want to give back to the community, consider hopping onboard the team that's going places! Equal Employment Opportunity (EEO) PolicyBen Franklin Transit (BFT) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. It is BFT's policy to employ, train, promote, compensate, and provide conditions of employment without regard to a person's race, color, sex, disability, religion, national origin, age, veteran's status, citizenship, or any other status protected by applicable law. Drug-Free Workplace PolicyBen Franklin Transit (BFT) is a drug-free workplace. The purpose of this policy is to ensure worker fitness for duty and to protect our employees, passengers, and the public from the risks posed by the use of alcohol and prohibited drugs. Participation in BFT's zero tolerance drug-free workplace policy is a condition of employment.