Job Description

Position Title:Travel Navigator Coordinator / Customer Service

Reports to:Call Center Manager

Status:Non-Exempt – $25.00/Hour

About Transdev:

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities. www.transdevna.com

SUMMARY:The Travel Navigator Coordinator leads the Travel Navigators in assisting customers by providing information, eligibility services and trip planningassistance, as well as in the development and reporting of data and information for the Travel Navigation processes.

RESPONSIBILITIES:

• Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.

• Ensure there is sufficientTravel Navigation telephone coverage during contractual business hours.

• Assist and monitor Travel Navigators who provide counseling, information, resources, and a high level of customer service to passengers and potential passengers.

• Ensure eligibility decisions are made in accordance with federal and regional guidance,prior to regulatory deadlines.

• Determine if new rider residences are located within program service area(s), inform riders of such, and assess for any safe paratransit vehicle access.

• Assist and monitor the Travel Navigators who provide information to callers, referral services, trip planning and technical service.

• Provide reports and data summaries as requested.

• Maintain effective understanding of service area(s) and services provided.

• Provide coaching and assistance to Travel Navigators as they complete their assigned duties.

• Work closely with Call Center Manager and Call Center Leadfor successful and timely completion of all Travel Navigation functions.

• Monitor Travel Navigators’ assistance to passengers enabling the passenger to select the most appropriate option for their planned trips.

• Assist when needed in answering and handling of trip scheduling telephone calls within established standards.

• Other duties as required.

QUALIFICATIONS / REQUIREMENTS:

• High school diploma or equivalent, such as GED, required.

• Possess some level of cross-training across Call Center duties.

• Understand the full suite of Marin Access programs.

• Understand requirements of the ADA.

• Possess excellent customer service skills.

• Completed specific training for working with clients with disabilities.

• Utilize computer software, proficient computer skills.

• Travel requirement (as a percent): <5% for occasional meetings.

• Must submit to and pass a drug test and background check.

PHYSICAL REQUIREMENTS:

• 100% of work is accomplished indoors and in air conditioned or well ventilated facilities.

• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

• Could perform physical activities such as movement / flexiblity with arms, repetitive hand-wrist motion, and legs and moving the whole body, such as minor lifting, balancing, walking, stooping, and handling of materials.

EEO Statement:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please review here: https://transdevna.com/california-employee-privacy-policy for CA Employee Privacy Policy.

Transdev Services, Inc.- San Rafael, CATransdev North America, Inc.

3000 Kerner Blvd.720 E. Butterfield, Suite 300San Rafael, CA 94901Lombard, IL 60148

www.transdevna.com

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Job Type: Full Time

Req ID: 3253

Pay Group: 9U5

Cost Center: 416

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.