Reservationist

JOB FUNCTION:
Take calls from the queue system and book GO Westmoreland trips using the Ecolane software.
This position serves customers by providing service information, booking paratransit trips,
registering customers and answering and resolving service problems.

WORK HOURS:
Monday through Friday, eight (8) hours per day.

ESSENTIAL DUTIES:
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and
responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

1. Makes a positive impression of the organization by politely and professionally answering telephone calls from a queue system.

2. Be able to effectively book trips using the Ecolane software, including: Reservations, Client Search, New Orders, Travel History, Subscription Trip Booking, Client Details, Adding New Clients & POI's, and Group Trip Procedures.

3. Registers new riders and determine eligibility for the appropriate GO Westmoreland
transportation program/s.

4. Be familiar with Westmoreland County and some knowledge of surrounding Counties.

5. Assist the Customer Relations Manager with daily functions.

6. Perform clerical duties, such as scanning documents, sending faxes, sending and receiving mail.

7. Enter electronic reporting into our PTMS system.

8. Other duties as assigned.

    NOTE: The essential duties listed above are not intended to limit the duties and responsibilities 
    of the position listed in this job description.

EDUCATION & EXPERIENCE:
High School degree or equivalent is required. Courses in customer service are desirable.
REQUIRED SKILLS, KNOWLEDGE & ABILITIES

1. Minimum 6 months customer service experience.

2. Demonstrated ability to be accurate, well organized, multitask, prioritize and have a sense of
urgency.

3. Ability to deal with stressful customer issues and waiting queues and remain professional and
calm under pressure.

4. Ability to use computers and programs such as Chrome, Microsoft Word, Outlook, Google Earth, Excel, and Microsoft Teams.

5. Excellent communication skills (interpersonal, phone, written).

6. Must have regular attendance and punctuality

PHYSICAL DEMANDS:
Requires the use of a computer, so most of your day is spent sitting at your desk. Wearing a 
headset for 8 hours a day while answering calls from the call center queue. Walking to and from the copy room to print, copy, and scan documents.

WORKING CONDITIONS:
Typical office conditions.