Lead Reservationist - Medford, MA
Transdev Inc.
- Cambridge, MA
- Permanent
- Full-time
- Assuring quality of operations including monitoring and observing customer phone calls and coaching to resolve customer service issues and compliance with the MBTA policies and procedures
- Resolving routine reservations staffing issues, including covering breaks, staff tardiness or absence, and reassigning staff or modifying the routing of calls as needed to maintain performance
- Coaching reservationists to resolve performance issues and maintain compliance with Transdev and MBTA policies and procedures
- Resolving any immediate customer related issues, especially escalated problems
- Meeting with the Reservations Manager on a regular basis
- Performing the duties of Reservationists when needed and possible without compromising primary Lead Reservationist duties
- Other duties as required.
- High school diploma or equivalent, such as GED, required
- 3 years of call center experience, preferably in the transportation industry
- Ability to supervise others
- Excellent communication skills in person and over the telephone
- Ability to maintain amiable relations with customers and other outside contacts
- Strong computer skills and the ability to learn new software
- Ability work flexible hours
- Must submit to drug testing and a background check
- Must be able to work shifts or flexible work schedules as needed.
- 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.