Customer Service Department | Salaried | Exempt | Non-Safety-Sensitive

About the Job

The Night Office Supervisor performs a variety of routine and complex clerical and administrative work to oversee the Customer Service Office at MTD’s Administration and Operations Facility. This includes answering incoming calls, maintaining records, office procedures, and administrative support. This position also assigns work and supervises the Information Assistants on evenings and weekends and reports to the Customer Service Director.

Essential Functions

• Understanding of ADA Paratransit Service responsibilities include taking reservations, scheduling, creating blocks, reconciling manifests, phone and mail correspondence, and responding to issues with MTD Access operators, vehicles, and customers

• Supports administration of the DASH Card program by phone and mail correspondence, filing records, and providing general support and education in coordination with the Special Services Manager and Illinois Terminal Office Supervisor

• Serves customers and visitors by telephone or in person; answers or directs inquiries; maintains confidence of customers, staff, and employees by keeping sensitive information confidential

• Acts as custodian of departmental documents and records including accurate financial records for MTD Access, establishes and maintains filing systems, and indexes various records

• Manages employee uniform ordering process. Maintains appropriate inventory, processes and fulfills orders, and reorders regularly used items

• Receives, stamps, and distributes incoming mail and processes outgoing mail including packages, mass mailings, and internal materials like committee meetings

• Coordinates with the Day Office Supervisor in the effective management, training, and development of the Information Assistant team at the Administration and Operations Facility

• Collaborates with the Illinois Terminal Customer Service & Events Supervisor to provide a high-quality customer experience across facilities

Other Duties & Responsibilities

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Physical Demands

The exertion level required for this position is generally considered light work. Physical requirements include stooping, bending, standing, squatting/crouching, pushing/pulling, and reaching above shoulders. While performing the duties of this job, employees are often required to sit, with regular periods of walking and standing; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; use vision to read printed materials and a computer screen; and exert up to 20 lbs. of force occasionally or up to 10 lbs. of force frequently to lift, carry, push, pull, or otherwise move objects.

Work Environment

The work environment involves exposure to conditions generally found in an office setting within a shared workspace. The noise level is quiet to moderate. There are frequent interruptions to this position’s workflow with heavy foot traffic. There is an expectation to hold and attend meetings on a regular basis.

Additional Information

• Work shifts vary from day to night, as needed. MTD operates seven days a week, including weekends and holidays, and this position may require some work outside of traditional business hours.

• All MTD employees are trained on the Management System Policy and the impacts associated with this position.

• Applicant must pass a pre-employment background check, physical, and drug and alcohol testing. The employee is required to comply with MTD’s Drug & Alcohol Policy.

• This job description is subject to change as needs of the District, and the tools we use, evolve over time.

Benefits Summary

This is a salaried staff position with an excellent benefit package, including an Illinois Municipal Retirement Fund pension,100% employer-sponsored family health / dental / vision insurance premiums (employee all dependents), a $40,000 employer-paid life insurance policy, voluntary insurance options, paid time off (vacation, personal, and sick/earned time), bereavement leave, parental leave, flexible spending account, a deferred compensation investment match plan, EAP, uniform allowance, fitness center, transportation, and Urbana Municipal Credit Union.

Qualifications

• High school diploma or equivalent is required. An associate or bachelor’s degree is preferred.

• A minimum of two years of progressively responsible work experience, preferably in customer service, administrative support, or related work setting is required.

• Prior experience in supervising and/or training employees is preferred.

• Must hold a valid State of Illinois Driver’s License.

MTD is an Equal Opportunity Employer. In accordance with federal law, MTD does not discriminate in hiring or employment practices based on race, color, religion, sex, age, national origin, disability, veteran status, or any other characteristic protected by applicable laws