NATURE AND SCOPE:  SCR is a rapidly growing, specialized public transportation company that has built its reputation in the industry with a strong focus on customer service, on-time performance and continuous improvement.  The foundation for its success is based on core values and cultural norms in the organization centered on sensitivity, caring and responsiveness, values embodied in the name of the company itself, SCR.  Successful employees in the organization embrace these values and also demonstrate high standards of excellence, hard work/dedication/ professionalism, respect, adaptability, dependability, patience and teamwork.

BASIC JOB FUNCTION:  The basic function of the Driver Customer Support Coordinator is to support and facilitate organizational processes involving SCR’s driver workforce. The execution of this responsibility is achieved through oversight of daily vehicle assignments, driver schedules, maintaining driver status, attendance, payroll and variance reporting (i.e. , fuel reports, accidents/incidents, call-offs, etc).

KEY PERFORMANCE INDICATORS

• TOTAL DRIVER PERFORMANCE

  • Utilize Total Driver Performance (TDP), Trapeze, Samsara and other operational tools to monitor various activities involving SCR drivers.
  • Report to the Operations Manager, Driver Manager, Contract Administrator and Data Analyst on Key Performance Indicators that monitor attendance, TDP infractions, complaint response, harsh events, and violations for all drivers through the maintenance of metrics.
  • Facilitate key operational procedures in the absence of departmental managers.
  • Enter TDP infractions and provide documented follow-up to drivers.
  • Provide drivers access to their TDP score

• DRIVER SCHEDULING/STATUS CHANGES

  • Ensure that changes to the daily schedule in Trapeze have been entered prior to the completion of routing for the next day’s service; records and communicate any changes to the Contract Administrator.
  • Adjust driver schedules for any call offs, terminations, service interruptions, etc. that take place during the DCSC shift.
  • Make calls to drivers as needed by operations
  • Update TDP and driver status’ as they are removed and returned to service
  • Provide drivers with the ability to adjust their schedule and gain approval from the Contract Administrator.

• REPORTING

  • Utilize information from Trapeze, TDP, Samsara and other operational tools to research and process written correspondence in accordance with Pace submittal deadlines
  • Collaborate with management to resolve SCR and customer satisfaction issues.
  • Completes reports with accuracy and within a timely manner.
  • .Review driver daily logs and submit for processing in a timely manner.
  • Facilitate the accurate completion of all Accident/Incident reporting in accordance with the documented SOP, and proper forwarding of the reports to the responsible person(s) or department(s).
  • Accurate recording and reporting of driver’s daily attendance to the Driver Manager

• WINDOW DISPATCHING

  • Monitor individual driver performance to identify those who require additional training or some level of assistance in meeting the minimum driver performance standards. Assist in managing to those minimum standards to include:
    • Attendance
    • Customer Service
    • On-time Performance
    • Safety
  • Supervise the hourly activities of the driver’s and on-the-road concerns through the monitoring of the dispatch radio system and answering of incoming driver calls to ensure that SCR is always aware of potential field service issues.
  • Conduct pre-shift Driver meetings as instructed by senior management or as the need arises for topics of concern.
  • Oversee the Pre-trip vehicle inspections to ensure that the driver has properly inspected the vehicle and all associated equipment and that everything is in proper working order prior to leaving the base, to include:
    • Wheelchair straps
    • Seatbelt extensions
    • Vehicle seats and wheelchairs (when applicable)
  • Execute and coordinate the vehicle assignment and other activities of Driver’s engaged in providing services to the SCR customer contracts.
  • Ensure that all drivers are assigned to the appropriate capacity vehicle for the route that they are assigned and that all equipment is present and in proper working order prior to departure from the base.
  • Resolve and oversee any on-the-road driver issues, serving as the liaison to dispatch.

MINIMUM QUALIFICATIONS:

• Comprehensive knowledge of the structure, mission and operational aspects of transit operations. 
• At least three years of related professional experience, including two years of supervisory or administrative experience.
• Must have excellent computer-based skills and be familiar with Office 365, dispatching software and various workflow systems
• Must have experience with Microsoft Excel
• High School Diploma required; some college coursework preferred. 
• Strong interpersonal, writing, analytical and supervisory skills. 
• Ability to establish credibility at all levels within the organization. 
• Must be results-oriented with strong organizational and planning skills. 
• Ability to handle several diverse projects simultaneously

PREFERENCES:

• Combination of education and experience relating to this position is desirable.

PHYSICAL DEMANDS: Using hands to write, use computer, operate a motor vehicle, use a handheld device, and telephone.  Reading documents, writing legibly, talking, hearing.  Frequent variations of sitting, walking, standing, kneeling, reaching, or stooping.

WORK ENVIRONMENT:  The Driver Customer Service Coordinator must be able to perform duties for extended periods of time in an office and/or garage/outdoor environment that can be noisy or stressful, with exposure to possible inclement weather.

This job description is not intended to be all inclusive, and employees shall perform other duties as appropriate. SCR Medical Transportation, Inc. reserves the right to change job duties as the need arises.  This job description does not constitute a written or implied contract of employment. SCR Medical Transportation is an EOE.