Customer Service Agent

MyCity Transportation is seeking a Customer Service Agent to supervise a large Dispatch department. He/she will be responsible for ensuring the Dispatch department maintains effective daily communication with drivers, including those run by subcontractors; to continually monitor service making proactive adjustments to maximize on-time performance and productivity; demonstrate effective use of scheduling software, two-way radio communication, telephone, and data analysis skills.

Job Responsibilities:

• General oversight of MOCC operations
• Work with the Mobility Call Center, Dispatch, Scheduling, and IT Managers
• Ensure all positions are filled and all activities are responsive to service demand
• Customer service functions of the MOCC
• Proactive/responsive phone calls to customers and/or the Service Delivery Contractor(s)
• Ensure 24-hours-per-day, 7-days-per-week coverage of the MOCC
• Must demonstrate effective use of scheduling software, two-way radio communication, telephone, and data analysis skills
• Minimum education of a High School Diploma or equivalent
• At least three (3) to five (5) years of successful supervisory experience is preferred
• High level of customer focus
• Proficiency using Trapeze PASS is required

Talent Requirements:

• College Degree in Business Management or Administration or will have degree within the next six (6) months.
• Ability to manage multiple projects while managing 7 days/week operations.
• At least three (3) to five (5) years of successful supervisory experience preferred.
• Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department.
• Ability to learn and demonstrate efficiency in the use of Trapeze.
• Has the ability to manage a workforce to meet customer expectations.
• Strong customer service skills.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.