Job Description

Part-Time Reservations Specialist

• Department: Care-A-Van
• Reports To: Manager of Care-A-Van
• Status: Part-time

SUMMARY

The Reservations Specialist is responsible for providing helpful information to CARTA Go and Care-A-Van riders, scheduling trips, managing cancellations, providing estimated times of arrival (ETAs), and documenting customer feedback for follow-up and investigation. This role is essential in maintaining high standards of service and efficiency, ensuring timely and accessible transportation for eligible riders.

KEY RESPONSIBILITIES

Other duties may be assigned that are in keeping with the goals and objectives of CARTA.

Customer Service:

• Properly negotiates customer booking requests to ensure efficient routing of trips.
• Utilizes assigned booking scripts for various phone call types through multiple ACD phone queues.
• Assists riders with trip cancelations, estimated arrival times, and general information.
• Ensures minimal errors through booking.
• Provides superior customer service to the general population, and the ADA community. 
• Ensures average call handling time and queue wait times meets or exceeds standards. 
• Maintains a professional demeanor and appearance.
• Ability to follow agency policy and procedures.
• Maintains strong working knowledge of the greater Chattanooga area. 
• Ensures accurate data entry.

Compliance and Eligibility Verification:

• Verify customer eligibility for paratransit services based on program guidelines.
• Follow all federal, state, and local transportation regulations, ensuring all ADA (Americans with Disabilities Act) guidelines are met.
• Maintain accurate logs of customer interactions, including any updates or changes to their account information. such as videos, pictures, damage repair estimates, and police reports.

Collaboration:

• Work closely with schedulers, dispatchers, and eligibility team members to ensure seamless service delivery.
• Assist with scheduling production. 

QUALIFICATIONS

Education:

• High school diploma or equivalent required.

Experience:

• Previous experience in customer service, call center operations, or transportation services is preferred.
• Familiarity with the Americans with Disabilities Act (ADA) and paratransit services is an advantage.

Skills:

• Strong verbal communication and active listening skills.
• Ability to multitask and handle a high volume of calls.
• Proficiency with computer software, including scheduling systems and data entry.
• Excellent organizational skills with attention to detail.
• Ability to remain calm and patient under pressure.

WORKING CONDITIONS:

• The position is typically based in an office environment with standard hours that may include weekends and Holidays.
• Ability to sit for extended periods and use a computer and phone system effectively.

---

CARTA is an equal opportunity employer. We embrace diversity and are dedicated to fostering an inclusive environment for all employees.