What are the responsibilities and job description for the Paratransit Service Monitor 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
Summary
Responsible for monitoring and ensuring safe and efficient transport of Access Link customers.
Roles And Responsibilities
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Summary
Responsible for monitoring and ensuring safe and efficient transport of Access Link customers.
Roles And Responsibilities
- 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 delivered by service providers and Operations Center staff at all times.
- Provides assistance/guidance in a proactive manner to service providers in accordance with Access Link service provider contracts, policies and procedures, and escalate real-time issues to appropriate service provider management team and/or ADA service personnel.
- Utilizes PASS tools to proactively monitor service delivery including active use of the AVL/GIS system in order to provide immediate service updates to customers in a timely fashion. Documents all service incidents and exceptions occurring during work shift in the PASS. Modifies operating schedule as needed to ensure efficient service delivery in a proactive manner.
- In the absence of the Supervisor, coordinates activities of the Operations Center including passenger reservation handling, service inquires, and escalated customer calls to ensure customer satisfaction at all times.
- Enters passenger trip exceptions/communications in PASS log, maintains passenger trip data up-to-date, assigns service provider liquidated damages and documents service trends/issues in reports and memos as necessary.
- Processes passenger trip reservations in accordance with PASS procedures; performs computerized data-integrity routines as needed, or on a scheduled basis.
- Executes additional tasks and projects as they relate to the functions of Access Link service.
- High school diploma or equivalent
- Two (2) years of experience with telephone/customer service functions utilizing computers in a windows operating environment
- Experience in Trapeze PASS preferred
- Call center and para transit experience is preferred
- Excellent oral communication, PC and written skills required.
- Proficiency in MS Word, Excel and MS PowerPoint is required.
- Proficiency speaking additional languages is desired.
- Primarily office environment, off-site visits occasionally
- Sitting and 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.
- Must be able to work all shifts, including weekends, nights, holidays and be on 24-hour call via pager or cell phone.
- This position is classified as “Essential Operational” and will be required to report to work during adverse weather or commuting conditions.
- 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
Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST