Description

EFFECTIVE DATE : 03/01/2026

FLSA:         Non-Exempt

JOB TITLE:               MATA On Demand Reservation Agent

DEPARTMENT:        MATAplus Administration

REPORTS TO:          Chief Operations Officer-MATAplus

HOURLY RATE:       $17.35/hr.

JOB FUNCTION:     Provide exceptional customer service by answering phones and assisting customers in making, altering, or canceling reservations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Answer phones and assist customers in making, altering, or canceling reservations.
2. Answer general questions for Ready by MATA! on-demand service zones.
3. Actively communicate with MATAplus Dispatch regarding scheduling changes to trips and ensure efficient pickups.
4. Perform intake, including the completion and filing of all necessary records.
5. Resolve appointment conflicts for staff and customers or clients.
6. Serve as backup for MATAplus reservations when necessary.
7. General math skills and experience working with data.
8. Computer competency for data entry and the production of reports and schedules.
9. Excellent communication skills in customer service and experience in working as company team member.
10. Ability to fulfill the company’s standards and values when performing scheduling tasks.
11. Display kindness and be open to providing scheduling accommodations to customers, clients, or staff.
12. Have an eye for detail and organization.
13. Ability to perform more than one task at a time and solve problems quickly.

MINIMUM QUALIFICATIONS:

Education:

A high school diploma or equivalent (GED) is required.

Other:

1.      A minimum of 2 years’ experience in a customer-facing, scheduling, or call center environment.

2.      Must be 21 years of age or older at time of application.

3.      Must be knowledgeable about the Memphis area and be able to learn and understand routes and schedule information.

4.      Must be able to use general office equipment and Microsoft Office, particularly Word, Excel, Outlook, and Internet Explorer.

5.      Must be able to read, write, and speak English.

6.      Must possess excellent interpersonal, verbal, and written skills. Must be able to communicate effectively with the public and co-workers in person.

7.      Should be able to comprehend oral instructions as well as written bulletins, schedules, and other necessary documents to successfully perform the essential functions of the position.

8.      Must be able to write legibly.

9.      Must complete all required training as assigned.

10.  Be willing to comply with MATA’s Drug and Alcohol Policy.

11.  Regular and consistent attendance is required.

12.  Must always comply with safety and COVID protocols.

13.  Must be able to work a flexible schedule, including nights, weekends, holidays, and occasional overtime.

Environment:

1. Extensive sitting is required while using office equipment such as computers, phones, printers, or fax machines.
2. Some standing and walking during a normal workday will also be required as well as bending, stooping, kneeling, and crouching.
3. Most work will be performed in inside working conditions but should be able to tolerate changes in building environments such as with or without air conditioning or heating.
4. May be required to occasionally to move up to 15 pounds by lifting, carrying, pushing, pulling or otherwise repositioning objects.
5. Fingering and repetitive motions will be required for data entry, while picking items up or while filing.
6. Able to express or exchange ideas with others accurately and at an easily audible volume through the use of spoken words. Able to receive detailed information through oral communication or by phone at usual speaking levels and differentiate between sounds in the environment.
7. Close visual acuity to perform detail-oriented activities as well as acuity to perform activities at or within arm’s reach with skill, control and accuracy such as preparing and analyzing data, viewing a computer screen or for significant reading of documents and other materials.

The above description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.