Posted on: June 18, 2022
Overview:The CSR reservationist is directly responsible for
ensuring proper execution of customer reservations while
maintaining a high level of customer service. Reservations must
follow contractual guidelines, but should be focused on providing
our clientele the most efficient trip solutions based on system
availability while maintaining ADA regulations based on their trip
- Answers all incoming phone calls promptly and courteously.
- Ensure trip request accuracy by repeating all reservation
requests back to the customer for approval
- Schedule customer trip requests based on system availability,
and negotiate with customer within ADA guidelines, if system
- Inform customers of system policies and procedures if
appropriate, and do so in a courteous and empathetic way.
- Uphold Company, Contractual, and ADA
- Maintain efficient use of time through clear and concise
communication with customers.
- Maintain an organized work environment.
- Other duties as required
Key Metrics to Manage:
Denial Rate - Based on system standards, documentation of all
denials and adversarial denials must be maintained. Increased
denials are an indicator of limited capacity and should be brought
to the attention of management.
Call Hold Times - Minimizing hold times is essential to provide
quality customer service.
Average Call Length - Minimizing call length enables higher volume
of answered calls, therefore reducing hold times, and signifies
efficient and effective scheduling.
The CSR reports directly to the Operations Manager. Support is
provided by local staff and from all of the Corporate Departments
(Driver Development & Safety; Human Resources; Accounting; Payroll;
Maintenance; Information Systems; etc.)Qualifications:Physical
The CSR must be able to perform the following tasks, among
- Communicate clearly and effectively, both orally and in
writing, in the English language.
- Demonstrate regular and consistent attendance and
- Assimilate information quickly and accurately.
- Prioritize tasks and manage time effectively.
- Travel as needed to conduct company business.
- Work primarily involves an office
- May be required to work added hours or weekends if specific
Education: High School diploma or equivalent preferred.
Knowledge: Excellent verbal and written communication skills,
strong knowledge of operating area, scheduling software proficiency
preferred, knowledge of company, contractual, and ADA
Requirements: Strong Attendance record, Computer skills, Strong
customer service skills
If you have any questions, please contact us at (925) ###-#### or
For more information please visit our website at
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.
EEO is the Law Poster:
Drug free workplace
If based in the United States, applicants must be eligible to work
in US without restrictions for any employer at any time; be able to
pass a drug screen and background check Associated topics: chief
program officer, cpo, manage, manager, management, monitor, product
manager, project manager, relationship manager, task
Keywords: transdevna, Antioch , Reservationist, Other , Antioch, California
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