Job Description

WHO WE'RE LOOKING FOR

The Demand Response Control Center Service Coordinator II reports directly to the Supervisor, Demand Response Control Center. This position is responsible for demand response service delivery to include ADA Paratransit MetroAccess service, and on- demand Pick-Up services to ensure operations are on-time, safe, productive, and efficient for over 200 vehicles in peak service, serving over 2,400 daily passenger trips. The position requires rapid schedule and trip data review to make sound decisions on routing, responding to vehicle operators on the road, and customer inquiries. The position must be able to perform the job duties of the Demand Response Control Center Service Coordinator I position.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

Dispatch & Service Operations

• Coordinate and direct vehicle operators, road supervisors, maintenance personnel, and service providers to ensure safe, efficient, and uninterrupted delivery of demand response services while maintaining high customer service standards, productivity, and cost effectiveness.
• Perform pre-day and same-day dispatch operations utilizing computer-aided scheduling and dispatch (CASD) systems, on-demand transportation platforms, vehicle locator systems, radio communications, onboard video, operator feedback tools, and emergency notification systems.
• Monitor schedules, trip activity, and service performance; make routing and re-routing decisions to optimize on-time performance, service delivery, and operational efficiency.
• Develop scheduling templates and conduct scheduling processes to maximize productivity, resource utilization, and cost efficiency.

Service Monitoring, Reporting & Documentation

• Monitor service operations and document schedule changes, service interruptions, incidents, and operational exceptions; maintain accurate records and performance documentation.
• Promptly identify, document, and report service and safety concerns, while distributing operational reports and service information to support daily staffing and service coverage requirements.
• Process and maintain subscription trip requests, common location records, and other operational data to support key performance indicators and service objectives.

Customer Service & Issue Resolution

• Provide exceptional customer service by responding to customer inquiries, trip status requests, cancellations, open returns, same-day reservations, and other demand response service requests.
• Apply and enforce service eligibility requirements, reservation policies, and operating procedures while providing accurate information and trip-related support to customers and operators.
• Investigate customer complaints and compliments by reviewing system data, recordings, and operational records; determine root causes and provide appropriate responses, resolutions, and corrective action recommendations.

Coordination, Support & Continuous Improvement

• Coordinate with internal and external stakeholders to proactively identify, resolve, and prevent service delivery issues.
• Provide operational guidance and subject matter expertise to customer service staff and other stakeholders to support effective service delivery.
• Support demand response initiatives, pilot programs, process improvements, and other operational projects aimed at enhancing service quality, efficiency, and customer experience.

CapMetro SMS Support & Other Duties Assigned

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported. 
• Perform other position related duties as required and/or assigned. 

WHAT YOU BRING

• High school diploma or GED required.
• Three (3) years of dispatch, scheduling, subscription trip processing, customer resolutions, or related experience is required.
• Proficient with same-day dispatch functions using computer-aided dispatch and scheduling software (CASD) to change schedules, enter missed service breaks, code trips required.
• Bilingual (English and Spanish) preferred

Knowledge, Skills, and Abilities:

• Proficient knowledge of the American Disability Act service area
• Excellent telephone delivery of customer service.
• Excellent knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
• Knowledge of Austin Street patterns and roadways.
• Thorough knowledge of operational transit methods, practices, and procedures pertaining to the delivery of transit or Paratransit services.
• Skill in reading and relaying information to customers, service providers and drivers.
• Ability to give accurate directions by radio and telephone.
• Ability to communicate effectively over the phone, in writing, and in person.
• Ability to effectively use a personal computer, including use of common email, word processing, and internet navigation systems.
• Ability to problem-solve quickly and effectively customer and driver issues verbally.
• Working knowledge of applicable transit operations laws, regulations, policies, procedures, and labor-management agreements
• Flexibility to work in a team-centered environment while able to take initiative to ensure all assigned and departmental tasks are completed in a timely manner.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Shift work, including evenings, weekends, and holidays, occasional mandatory overtime. Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important. Fast paced high volume control center environment. Work monitored for quality, productivity, and training purposes. Regular and predictable attendance at assigned work location is an essential function.

Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:

As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY  

CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.

SAFETY SENSITIVE POSITION

This position is identified as an FTA safety-sensitive position. An employee in this position is required to participate in the Employer’s testing program for prohibited substances. Participation in this program is a condition of employment with CapMetro. A safety-sensitive employee is randomly tested for prohibited drug use or alcohol misuse while the employee is performing safety-sensitive functions; just before the employee is to perform safety sensitive functions; or just after the employee has ceased performing such functions.