Assist with all phone call information and dispatching of rides
Organize and route trips based on schedule and location to ensure optimal performance
Provide assistance to drivers for directions to destinations
Book and confirm client trips based on vehicle availability, location and timing
Optimize daily schedules to reduce fuel costs and increase fleet efficiency
Assist drivers and transportation providers with problems or issues relating to scheduling
Establish and maintain effective communication with transportation providers
Answer incoming calls from customers and drivers in a professional manner
Log customer interactions and maintain detailed call records in appropriate system
Report and record all incidents to the applicable manager
Document and report provider no shows or on-time-performance issues
Inform transportation providers of their next-days trips and any new trips that occur
Monitor radio, telephones and on-road provision of service for quality
Record time of departure, destination, and expected time of return
Provide feedback on drivers' performance
Address and resolve complaints or escalate issues when needed
Requirements
Experience, Education & Certifications:
High school diploma or G.E.D. equivalent
2+ years in transportation call center operations, routing, dispatching, and scheduling expertise
Basic understanding of local geography and transportation regulations
Possess valid authorization to work in the United States
Excellent communication and interpersonal skills
Good organizational skills with attention to timeliness and details
Ability to prioritize tasks and stay calm under pressure
Must be able to demonstrate effective use of scheduling software, two-way radio communication and data analysis skills
Skills in the use of computers, including Microsoft Word, Excel and other Microsoft applications
Ability to maintain high level of confidentiality
Regular attendance is required
Even better if you have...
1 year experience working with the applicable transit scheduling system preferred
Knowledge of GPS and GIS systems preferred
Bilingual English and Spanish is preferred
Benefits
Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesHourly Rate: $18/hr.Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal laHealth insuranceDental insuranceVision insurance401(k)
Additional Information
Make a Difference
At MTM Transit, you're not just part of a team-you're at the heart of a movement to remove community barriers nationwide. We're all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential.
At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!
What Will Your Job Look Like?
The Customer Experience Agent plays a critical, multi-functional role in supporting the daily delivery of safe, efficient, and customer - focused paratransit services. This position combines the responsibilities of dispatching, customer service, and trip scheduling, ensuring the riders receive timely and reliable transportation. The Customer Experience Agent will ensure safe, cost-effective, on-time operating performance, tracks and reports sign-in and sign-out times, ensure routes are timely, and communicate service issues to the appropriate personnel. This work is done in compliance with the procedures defined by the client and in conformance with company procedures, which involves daily communication and interaction with drivers and monitors (as applicable).
Location: 829 West Silverlake Road, Tucson, AZ 85713
Mtminc · Tucson - 829, AZ