Overview:
Under the direction of the Scheduling Manager, the Scheduler is responsible for providing general information and scheduling trips. The Scheduler assists with the coordination of daily operational activities and provides administrative support to the unit.
Responsibilities:
* Provide excellent customer service, answering incoming calls, providing information, and booking rides.
* Input information into an automated scheduling database to generate daily trip data.
* Communicate regularly with medical offices and other organizations to coordinate and book trips on behalf of older adults.
* Analyze and evaluate routes and Driver schedules to ensure accuracy.
* Responsible for daily notifications of client pick-up schedules.
* Assist with monitoring driver routes and on-time performance. Report any discrepancies and inefficiencies.
* Responsible for timely notification of schedule changes to clients.
* Receive and record accurate daily counts of mileage and other data.
* Track information on ridership, cancellations, no-shows, etc., and prepare reports, as well as other required documents as needed.
* Assist with dispatching as needed.
* Assists with Commission events as needed.
* Complies with the City of Boston policies and procedures protecting client information and the confidentiality of the information.
* Flexible schedule as some nights and weekends are required.
* Performs related work as required.
Qualifications:
* Minimum of two (2) years of full-time or equivalent part-time experience in customer service, office environment, or related field. Experience working in programs for older adults is preferred.
* High School Diploma or General Education Degree (GED) is required.
* Experience in the field of transportation operations preferred.
* Experience working with scheduling software and operating two-way radio preferred.
* Excellent phone etiquette, communication, interpersonal, and organizational skills.
* Knowledge of Boston's streets and neighborhoods preferred.
* Familiarity with the accessible transportation program is preferred.
* Experience and comfortability working with diverse communities, delivering services to a multiracial, multigenerational, multicultural, and multilingual population.
* Ability to quickly learn new technology, procedures, and guidelines.
* Ability to work independently and make sound judgments.
* Ability to work in a collaborative team environment.
* Ability to relay information effectively.
* Ability to think critically, prepare reports, and make recommendations based on observations.
* Comfortability with multitasking and prioritizing tasks without guidance.
* Professional, adaptable, and friendly attitude.
* Strong work ethic. Punctual with a strong attendance history.
* Strong creative and problem-solving skills.
* Compliance with documented policies and procedures.
* Ability to exercise good judgment and focus on detail as required by the job.
* Experience in typical office software systems (Microsoft Office Suite or equivalent) preferred.
* Bilingual (Spanish, Haitian Creole, CaboVerdean Creole, Vietnamese, Cantonese, or Mandarin) preferred.
Subject to CORI check
BOSTON RESIDENCY REQUIRED
Terms:
Union/Salary Plan/Grade: AFSCME/RA-12
Hours per week: 35
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