Customer Experience Agent

At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Customer Experience Agent plays a critical, multi-functional role in supporting the daily delivery of safe, efficient, and customer – focused paratransit services. This position combines the responsibilities of dispatching, customer service, and trip scheduling, ensuring the riders receive timely and reliable transportation. The Customer Experience Agent will ensure safe, cost-effective, on-time operating performance, tracks and reports sign-in and sign-out times, ensure routes are timely, and communicate service issues to the appropriate personnel. This work is done in compliance with the procedures defined by the client and in conformance with company procedures, which involves daily communication and interaction with drivers and monitors (as applicable).

Location: 829 West Silverlake Road, Tucson, AZ 85713 or

950 West Walker Road, Ajo, AZ 85321

What you’ll do:

• Assist with all phone call information and dispatching of rides
• Organize and route trips based on schedule and location to ensure optimal performance
• Provide assistance to drivers for directions to destinations
• Book and confirm client trips based on vehicle availability, location and timing
• Optimize daily schedules to reduce fuel costs and increase fleet efficiency
• Assist drivers and transportation providers with problems or issues relating to scheduling
• Establish and maintain effective communication with transportation providers
• Answer incoming calls from customers and drivers in a professional manner
• Log customer interactions and maintain detailed call records in appropriate system
• Report and record all incidents to the applicable manager
• Document and report provider no shows or on-time-performance issues
• Inform transportation providers of their next-days trips and any new trips that occur
• Monitor radio, telephones and on-road provision of service for quality
• Record time of departure, destination, and expected time of return
• Provide feedback on drivers’ performance
• Address and resolve complaints or escalate issues when needed

What you’ll need:

Experience, Education & Certifications:

• High school diploma or G.E.D. equivalent
• 2+ years in transportation call center operations, routing, dispatching, and scheduling expertise
• Basic understanding of local geography and transportation regulations
• Possess valid authorization to work in the United States

Skills:

• Excellent communication and interpersonal skills
• Good organizational skills with attention to timeliness and details
• Ability to prioritize tasks and stay calm under pressure
• Must be able to demonstrate effective use of scheduling software, two-way radio communication and data analysis skills
• Skills in the use of computers, including Microsoft Word, Excel and other Microsoft applications
• Ability to maintain high level of confidentiality
• Regular attendance is required

Even better if you have...

• 1 year experience working with the applicable transit scheduling system preferred
• Knowledge of GPS and GIS systems preferred

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.

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