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Custumer Service ( Scheduling Dept.) in Fitchburg, MA at Jobs | Lyneer Staffing

Date Posted: 12/27/2018

Job Snapshot

  • Employee Type:
  • Location:
    Fitchburg, MA
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:

Job Description

Customer Service Scheduling Department Job Description

Job title: Scheduling Department Customer Service Representative

Job Location: Fitchburg (on the bus line)

Reports to: Scheduling Department Manager

Hours: 9:00am-5:00pm plus mandatory Overtime

Full-time 37.5/hours+ weekly with mandatory overtime

Starting Pay: $12.00/ hr. regular $16.00/hr. overtime

Emergency Staff Designation


Essential Duties and Responsibilities:

• Use SNS Computerized Routing & Planning Software, to schedule passenger routes in accordance with service requirements

• Communicate extensively with contracted transportation vendors via phone regarding regular changes, additions, cancellations, service expectations, etc.

• Understand customer expectations, special needs population, and vendor service requirements

• Maintain a comprehensive and accurate database of program schedules by area, vendor vehicle configurations and client files related to special needs requirements.

• Provides follow up calls to clients

• Perform other duties as assigned by Team Lead

• Maintain compliance with all company policies and procedures


• Excellent verbal and written communication skills, including a sound knowledge of telephone etiquette

• Excellent computer proficiency (MS Office - Word, Excel and Outlook).

• Must have critical thinking, and problem solving skills, ability to manage difficult client/vendor situations

• Understanding and patient

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Skills: (continued)

• Ability to treat people with respect under all circumstances

• Ability to adapt to changes, meet the changing demands of the work environment, any delays or other unexpected demands.

• Punctuality

• Dependability; to follow instructions as well as take responsibility for own actions

• Ability to work well as part of a team

• Attention to detail

• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude

• Ability to maintain a high level of confidentiality

Education and/or Work Experience Requirements:

• High school diploma or GED required

• Prior call center/scheduling experience preferred

• Good data entry and typing skills

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state and local standards.

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

• Must be able to talk, listen and speak clearly on telephone

• Able to sit for long periods of time

• Ability to view computer monitor for extended periods of time

• Ability to work in a busy, high-stress environment

• Ability to work extended hours