Ride Connection Travel Navigator in Portland, Oregon at Ride Connection

Ride Connection is looking for a compassionate, collaborative, empathy driven, investigative-minded, and customer service-oriented person to join the Ride Connection Service Center team as a Travel Navigator (Customer Service Representative).

At Ride Connection, our Travel Navigators serve as a direct first point of contact for Ride Connection customers. Travel Navigators provide superior, quality customer service to ensure that each person who requests Ride Connection service is treated with dignity, respect, and patience. Travel Navigators coordinate ride requests and referrals to the most appropriate transportation services; perform follow up activities to ensure the expected level of service was offered and received; pass pertinent information to appropriate staff; register new customers; make appropriate referrals to partner agencies; and communicate with service providers. Travel Navigators also provide support as needed to support and educate older adults and people with disabilities about all available transportation options in their community.

This is a full-time, non-exempt position with a starting salary of $19.57 - $24.47 per hour depending on comparable experience.

Who You Are

• Great customer service is what you do, you enjoy going the extra mile to ensure that a customer feels supported, heard, validated, and served
• You are passionate about helping people in our community lead more independent lives
• You are a friendly, patient, and reliable person who can answer a high volume of incoming calls from customers and ensure accurate input of their requests for transportation
• You are a lifelong learner and enjoy the challenge of learning new technology and the ins and outs of new programs
• You do your work through an equity lens
• You are known for your eye for detail. Double-checking and triple-checking are a part of how you operate
• You maintain your composure through tense situations and help others keep their cool as well
• You enjoy working independently as well as with a team
• You are focused on the lifelong work of addressing inequities and oppression experienced by people of color, LGBTQIA2+ people, low income and houseless populations, and people with disabilities
• You are a proactive problem-solver and plan processes and procedures that respond to or prevent issues that may arise

What You’ll Do

• Answer calls as they come in, enter or update customer information and schedule rides
• Provide superior customer service with empathy, tact and understanding
• Analyze information to determine what services best fit the customer’s needs
• Monitor email and check in with team for updates and changes
• Support Dispatch and call customers as needed

Qualifications

• Comfort and experience with high call volume and ACD phone systems
• Experience using scheduling software or comparable systems
• Comfort or experience using Microsoft Office programs, Google Maps
• Ability and willingness to work with diverse populations
• Ability to pass a National Criminal Record Check, which includes fingerprint identification

Welcomed Additional Qualifications

• Familiarity with Portland Metro roads, routes, and transit systems
• Bilingual or multilingual, especially Russian, Spanish, or Vietnamese
• Prior experience with NEMT (Non-emergency Medical Transportation)
• Experience working with older adults and people living with disabilities

Benefits

• Excellent benefits package, including comprehensive medical, dental, and vision insurance, an Employee Assistance Program, 403(b)-retirement plan with automatic employer contribution plus a match up to 2%, Flexible Spending Account with a $500 annual employer contribution, 140 hours of PTO in your first three years, six paid holidays, MLK Day of service, Juneteenth day of learning, 60 hours of sick leave annually, and a TriMet annual public transportation pass.
• Training and support provided to ensure your success in the role.
• The satisfaction of knowing that your work directly enhances the quality of life for members of our community.

About Ride Connection

Ride Connection is a private, non-profit organization based in Portland, Oregon. We offer ways for people to access the goods and services they need to survive and thrive. By giving people the means to get around, we offer independence, health, and inclusion.