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South West Transit Association

CapMetro: Demand Response Control Center Service Coordinator

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Are you all about ensuring customers receive quality service and a quality experience?  If so, we want to hear from you.   

The Demand Response Control Center Service Coordinator I, reports directly to the Supervisor, Demand Response Control Center.  The position is responsible for answering the ADA Paratransit MetroAccess where’s my ride, cancelations and open returns phone queues.  The position is responsible for on-demand Pick-Up customer reservations, monitoring customer trips and assisting in demand response monitoring and directing vehicle operators, road supervisors and maintenance personnel.

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

Customer Phone Queues and Pickup Scheduling
•Answer MetroAccess “Where’s my ride Line”, “Cancellations” and “Open Return Line” to create, cancel, and confirm trips for MetroAccess customers, as well as other assigned skillsets and/or phone queues using Computer-Aided Scheduling and Dispatching Software (CASD)
•Answers Pickup calls from customers and schedule same day reservations using on-demand APP-based software
•Understand and apply Pick-Up and MetroAccess trip booking policies and rules including conditional eligibility enforcement
•Provides accurate information and outstanding customer service to customers and vehicle operators
•Provides support and general expertise to Control Center and Customer Service Representative staff.

Assists in Dispatch
•Assists in demand response service dispatch to monitor, document and direct vehicle operators, road supervisors and maintenance personnel through phone, radio and Teams interactions.
•Performs duties to positively impact real-time service performance of On-time-performance (OTP), Productivity (Passengers per Service Hour) and other Key Performance Indicators (KPIs)

Other Responsibilities
•Support Demand Response initiatives and pilot programs
•Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action, and reporting safety and security concerns.
•Perform other duties as required and/or assigned.

•High school diploma or GED required.
•Two (2) years of fleet dispatch, scheduling, or related experience in transportation; including one (1) year of customer service experience.
•Experience in demand response or Transportation Network Company (TNC) service delivery preferred.
•Bilingual (English and Spanish) is preferred.

Knowledge, Skills, and Abilities: 
•Knowledge of the 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 operators.
•Ability to give accurate directions by radio and telephone.
•Ability to deliver excellent telephone customer service utilizing verbal communication skills.
•Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
•Knowledge of the American Disability Act service area
•Ability to communicate effectively over the phone, in writing, and in person.
•Ability to problem-solve quickly and effectively convey customer and operator 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.

•Work with a diverse, collaborative and energetic workforce whose focus is to bring innovation into the industry and how we serve our customers and team members.
•Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym (for free) and work with our onsite trainers, before heading back home.
•If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Child Care and Learning Center.
•…and much more!

Capital Metro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. 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. Capital Metro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.



Additional Info

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