Travel Coordinator jobs in San Francisco, CA

SUMMARY: The Travel Navigator Coordinator leads the Travel Navigators in assisting customers by providing information and trip planning assistance and in the development and reporting of data and information for the Travel Navigation processes.

RESPONSIBILITIES:

• Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.
• Ensure there is Travel Navigation telephone coverage during hours of operations.
• Assist and monitor Travel Navigators who provide counseling, information, resources, and a high level of customer service to passengers and potential passengers.
• Ensure eligibility decisions are made prior to regulatory deadlines.
• Assist and monitor the Travel Navigators who provide information to callers, referral services, trip planning and technical service.
• Provide reports and data summaries as requested.
• Maintain effective understanding of service area(s) and services provided.
• Provide coaching and assistance to Travel Navigators as they complete their assigned duties.
• Work closely with Call Center Manager and Call Center Supervisor for successful and timely completion of all Travel Navigation functions.
• Monitor Travel Navigators’ assistance to passengers enabling the passenger to select the most appropriate option for their planned trips.
• Other duties as required.

QUALIFICATIONS / REQUIREMENTS:

• High school diploma or equivalent, such as GED, required.
• Possess some level of cross-training across Call Center duties.
• Understand the full suite of Marin Access programs.
• Understand requirements of the ADA.
• Possess excellent customer service skills.
• Completed specific training for working with clients with disabilities.
• Utilize computer software, proficient computer skills.
• Travel requirement (as a percent): <5% for occasional meetings.
• Must submit to and pass a drug test and background check.