Demand Response Scheduler

Job Description

Job Description

Job Summary

Performs administrative and operational duties in support of Demand Response services, with direct oversight of all scheduled trips. Assists in training call center agents to ensure passengers are scheduled in compliance with ADA regulations and SRTA/SCTM policies. Maintains open communication with the Demand Response Supervisor and Assistant Demand Response Supervisor regarding operational needs and workload demands. Prioritizes tasks effectively and provides backup coverage for open Demand Response shifts as needed.

Major Responsibilities

• Maintain and promote the highest levels of customer satisfaction for Demand Response clients.
• Ensure compliance with mandatory ADA service requirements and all applicable local, state, and federal regulations.
• Adhere to SRTA/SCTM policies and procedures when scheduling and reviewing Demand Response services, including ticket sales, missed trips, no-shows, late cancellations, subscription services, and service violations.
• Continuously monitor and review daily schedules using scheduling software, driver manifests, and mapping tools to optimize efficiency, while maintaining effective communication with the Demand Response Supervisor and Assistant Demand Response Supervisor.
• Serve as primary coordinator for all subscription add-ons, modifications, renewals, and cancellations, ensuring accuracy and timely processing.
• Assist in onboarding and training new hires, and provide retraining for existing staff to ensure performance aligns with SRTA/SCTM standards and goals.
• Maintain accurate and up-to-date customer and destination information within scheduling systems.
• Identify performance improvement or coaching needs and communicate them to the Demand Response Supervisor and Assistant Demand Response Supervisor.
• Provide call center support as needed to ensure service continuity.
• Perform general office duties and other related responsibilities as assigned.
• High level of decision making
• Scheduling trips in real time and communicating needs for additional work with Demand Response Supervisor and Assistant Demand Response Supervisor.
• Oversight of daily workload for Demand Response manifests, avoiding violations while building the workload.
• Following ADA regulations.

Experience and Skills Required

• A minimum requirement of five years customer service experience.
• An excellent knowledge of Bristol County geography
• Ability to make decisions independently and set priorities.
• Ability to use diplomacy and tact in dealing with the customers and coworkers.
• Ability to work independently and in a team environment.
• Excellent written, verbal and interpersonal communication skills.
• Must be fluent in English. Conversational Portuguese/Spanish/Haitian Creole a plus.
• Demonstrate regular and consistent attendance and punctuality.

Days off will be Thursday and Friday; weekends are required.