Basic Purpose of Position:  

This position provides daily direction and communication to PATCO customers and continually evaluates processes and procedures to ensure a high level of quality customer service. Assists in short-term planning needs by estimating the number of passengers on trains at specific times as input to the establishment or adjustment of train service and schedules for regular service, holiday service and schedules for special events.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the duties, responsibilities, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The Authority will adhere to all applicable laws and regulations in assessing an employee's ability to carry out or otherwise meet the job requirements set forth herein in a satisfactory manner.

1.

Assists customers with fare collection equipment problems via the call-for-aid phones. Report and document defects and repairs of fare collection equipment on the appropriate forms. Takes independent action to normalize and minimize the potential of inconvenience to customers using PATCO.

2.

Assist customers with PATCO specific schedule information, general PATCO system information and other transit systems (NJ Transit, SEPTA, etc.) information.

3.

Utilizes PATCO’s CCTV system to observe customers using PATCO’s fare collection system.

4.

Performs traffic checks to ensure the level of service provided to our customers is satisfactory and meets PATCO’s standards.

5.

Analyzes ridership data to verify the level of service matches the demand by estimating number of passengers on trains at specific times ensuring the actual capacity is not greater than 110% of seat capacity offered, making adjustments as required.

6.

Answer and direct all telephone calls to the appropriate department/individual. Record sick calls and individuals reporting in/out of the Revenue Rooms.

7.

Refers complaints regarding PATCO’s system to the appropriate department for handling.

Documents complaints on Record of Customer Service form.

8.

Documents reported claims of personal injury or property damage occurring on PATCO property.

9.

Provides support for all Dispatchers as directed.

10.

Makes announcements using PATCO’s public address system to communicate with PATCO employees and customers.

11.

Responds to calls on PATCO’s emergency phone line, and as directed by the Dispatcher, notifies PATCO Police and other emergency response personnel, communicating with outside police fire and other rescue personnel as required.  Responds to calls from the PATCO elevator phones concerning the elevator malfunctions and emergencies.

12.

Sorts and addresses mail, ensuring all forms are sent to the appropriate department and/or individual.

13.

Responsible for all information contained in the CSA Standard Operating Procedure Book,

Recent File, Special Schedule Clips, and the Center Tower Bulletin Board.

14.

Assists in maintaining a safe and secure work environment by participating in required training, recognizing and reporting hazards and suspicious activity, and using all required personal protective equipment.

15.

Assists in training newly hired Customer Service Agents.

16.

Perform other related duties as required and assigned.

SUPERVISORY RESPONSIBILITIES

N/A

EDUCATION/TRAINING/EXPERIENCE

Required:

• High school diploma or general education degree (GED).
• Experience with computer applications, including word processing and spreadsheet software.