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About the Role
The Demand Response Control Center Service Coordinator II is responsible for demand response service delivery, including ADA Paratransit MetroAccess and on-demand Pick-Up services. This role ensures timely, safe, productive, and efficient operations for over 200 vehicles serving more than 2,400 daily passenger trips. The position requires rapid review of schedule and trip data to make informed decisions on routing, responding to operators, and handling customer inquiries.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- 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.
- 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.
- Participation in the Employer’s testing program for prohibited substances is a condition of employment with CapMetro.
Skills
- Computer-aided scheduling and dispatch (CASD) systems
- On-demand transportation platforms
- Vehicle locator systems
- Radio communications
- Onboard video
- Operator feedback tools
- Emergency notification systems
- MS Word
- Excel
- Outlook
- Internet Explorer
- Telephone communication
- Written communication
- In-person communication
- Personal computer use
- Email navigation
- Word processing
- Internet navigation
- Problem-solving
- Radio operation
- Telephone operation
Location
- Onsite
Work Type
- Full-time
- Onsite
Experience Level
- 3 years of dispatch, scheduling, subscription trip processing, customer resolutions, or related experience
Education Level
- High school diploma or GED
About the Company
- CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees.
- This position is identified as an FTA safety-sensitive position.
Equal Opportunity
- 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.