What are the responsibilities and job description for the Lead Paratransit Service Monitor, Access Link position at NJ Transit?
Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time–and we're looking to hire talented folks with a commitment to excellence to make it all possible
Job Title: Lead Paratransit Service Monitor, Access Link
Summary
Responsible for overseeing and monitoring group of Access Link employees and customers’ trips, ensuring efficient service delivery and customer satisfaction.
Roles and Responsibilities
- Proficiently performs all the duties of the Paratransit Reservationist and Paratransit Service Monitor as outlined.
- Responds to customer inquiries via telephone in a timely fashion regarding service delivery. Takes appropriate measures using PASS tools to ensure safe, on-time and professional service is always delivered by Service Providers and Operations Center staff.
- Provides assistance/guidance in a proactive manner to service providers in accordance with Access Link Service Provider contracts, policies, and procedures, and escalates real-time issues to appropriate Service Provider management team and/or ADA Services personnel.
- Utilizes PASS tools to proactively monitor service delivery including active use of the AVL/GIS system to provide immediate service updates to customers in a timely fashion. Documents all service incidents and exceptions occurring during work shift in Trapeze PASS. Modifies operating schedule as needed to ensure efficient service delivery in a proactive manner.
- In the absence of the Assistant Operations Supervisor, supervises activities of the Operations Center including passenger reservation handling, service inquires, and escalated customer calls to always ensure customer satisfaction.
- Monitors agents’ status via CMS and ensure that agents are in appropriate status.
- Identifies staff in need of additional support or follow-up in their performance and communicates and documents such to Supervisory staff.
- Handles escalations from agents, Service Providers, other internal groups and external sources.
- Tracks call-outs and breaks and compares to work schedule for the day and make appropriate adjustments based on operational need.
- Trains and coaches Service Monitor trainees on Access Link Service Monitor processes.
- Executes additional tasks and projects as they relate to the functions of Access Link service.
This Position Supervises:
• •
• • •
Education, Experience and Qualifications:
- High school diploma or equivalent
- At least three (3) years of experience with telephone/customer service functions utilizing computers in a windows operating environment.
- Trapeze PASS experience preferred
- Call center and paratransit experience is preferred.
Knowledge and Skills:
- Knowledge of ADA transportation
- Excellent oral communication, PC and written skills required.
- Proficiency in MS Word, Excel and MS PowerPoint is required.
- Proficiency speaking additional languages is desired.
Certificates, Licenses, Registrations Working Environment
- Primarily office environment, off-site visits occasionally
Physical Demands Other Conditions
- Sitting, Standing
- Must be able to work all shifts, including weekends, nights, holidays and travel to any location within the State of NJ, including those not accessible via public transport.
- This position is classified as “Essential Operational” and will be required to report to work during adverse weather or commuting conditions.
At NJ Transit, you will enjoy a competitive salary and excellent benefits package:
- Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
- Flexible Spending Account
- Life Insurance
- Paid Leave
- Tuition Assistance
- Pre-Tax Commuter Benefits Plan
-
Retirement Plans
- 401(a) - Retirement plan with a 6% employer contribution
- 401(k) - Retirement saving plan with up to an 3% company match
- 457(b) - Deferred Savings Plan
At NJ TRANSIT, diversity and inclusivity are vital to our success as we are committed to hiring individuals from diverse backgrounds, experiences, abilities, and veteran status. As an Equal Opportunity Employer, we encourage all qualified applicants to apply and join our team.
Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST
INDCO1
PART TIME DATA ENTRY CLERK (RMOTE)
Recruit Monitor -
Jersey, NJ
Market Access Manager
Fingerpaint Market Access -
Cedar Knolls, NJ
Market Access Marketing Director
Fingerpaint Market Access -
Cedar Knolls, NJ
