Mobility Reservation Agent (Administrative)

Overview

Takes trip reservation phone calls to book same day on demand and schedules future rides for PSTA's paratransit and other non-fixed route transportation programs.  Provides ride status updates for trips and communicates with trip operators to provide accurate trip information to our clients.  Determines the transportation needs of passengers wishing to use our services and educates them about mobility options at PSTA and within Pinellas County.

Assists with administrative support tasks relating to program eligibility for Paratransit, Transportation Disadvantaged, and other non-fixed route transportation programs.

This position is intended to be a remote work from home position, which could be required to work from the PSTA offices in St Petersburg, FL at any time with minimal notice either temporarily or permanently.

 

Responsibilities

Answers phone calls to take trip reservations, trip cancelations, trips status updates, provide eligibility information and updates to clients, take service complaint phone calls, and educate clients on all available PSTA services.

Enters passenger information and trip reservation information in the mobility program database(s).

Recertifies clients program eligibility per PSTA guidelines.

Prepares and prints client letters to be mailed, scans client application applications and documents, organizes files, and names documents in electronic filing system as assigned.

Maintains client database files, updating information as needed, and notifying trip providers of changes.

Conducts special projects as assigned by the Director of Mobility Services or Mobility Operations Managers.

Participates in trainings and meetings as necessary. Performs other professional duties as assigned.

Reports to work as an “essential employee” in emergency situations or disasters, acts of nature or major incidents.

Qualifications

Education:  High School Diploma or G.E.D required.  Associate Degree preferred. 

Experience: Three (3) years of experience working with the transportation of people with mobility impairments, in the context of public transportation or a specialized non-emergency transportation network; or three (3) years' experience working with ADA program eligibility determination.  In addition, would prefer two (2) years of related experience working with persons with disabilities or disadvantaged persons and in a customer service environment, where duties involved extensive public contact. 

            

KNOWLEDGE SKILLS & ABILITIES

Knowledge of: public transportation, accessibility, and the requirements of ADA Complementary Paratransit service; detailed knowledge of mobility issues for passengers with disabilities and general knowledge of mobility options in the Pinellas County area.

Skilled in:  Strong customer service background, effective and thorough experience with passengers who have disabilities, excellent conversational interpersonal skills, detail oriented, accurate data entry, verbal and written communications, computer and software knowledge, Microsoft Office suite, efficiently and respectfully serving diverse customers who are elderly, low income, &/or have disability.

Abilities: Strong conversational skills; a keen observer; thorough; inquisitive; attention to small details; excellent judgment; speaks and writes clearly and effectively; establish and maintain effective working relationships; utilize software and database programs; follow rules and procedures with high level of accuracy and consistency.

WORK FROM HOME OFFICE REQUIREMENTS

Internet service with a direct connection to a cable or fiber modem capable of at least 100 mbps. Wireless connections or DSL are not acceptable.

A dedicated quiet, private workspace with a desk.

Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team - all in a remote work environment.

The ability to self-manage in a remote work environment including setup of company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections.

Located in the Tampa Bay area and able to commute to PSTA's office in St. Petersburg, FL for work assignments, meetings or equipment repairs and updates at any time with minimal notice either temporarily or permanently.   

See Job Description