Telephone Operator/Information Clerk

About Greater Cleveland Regional Transit Authority

The Greater Cleveland Regional Transit Authority (GCRTA) provides transportation services for 150,000-200,000 customers on a typical weekday, or about 45 million rides annually, through a variety of services, including Healthline, bus, Paratransit, light rail, heavy rail, and vanpools. RTA is the 2019 recipient of the prestigious American Public Transportation Association (APTA) Gold award for Bus Safety & Security Excellence. We are proud to be one of northeast Ohio’s major employers with a workforce of over 2,100 employees carrying out our mission of Connecting the Community.

We offer a wide range of comprehensive benefits and programs to support the health and wellness of employees and family members including health benefits (medical, dental and vision), a wellness incentive program and participation in the Ohio Public Employee Retirement System (OPERS).

The Greater Cleveland RTA is searching for Telephone Operation/Information Clerk.

Duties: Provides customers routing, fares and service information (trip planning, next bus and rail, special and general services, etc.) by way of telephone and other related communication devices including CIS (Customer Information System) computer software, faxing, Greater Cleveland and Vicinity Maps, and GCRTA internal and external communications (i.e. headways, timetables, route sheets, special service information, etc.). Proofs and reviews timetables, service information layouts and Interactive Voice Response (IVR) System to ensure accuracy and customer clarity. Assists customers in obtaining routing information through these and other informational sources. This position will promote a safe and secure atmosphere, follow all safety and security rules and perform other related duties as assigned.

Minimum Requirements: Applicants must have a high school diploma or its GED equivalent. Applicants must be able to demonstrate a working knowledge of the Greater Cleveland Regional Transit Authority (GCRTA) bus and rail routes timetables, fares and general operating procedures. Applicants must be able to accurately read and interpret maps in conjunction with working knowledge of streets and landmarks within the Greater Cleveland area. Applicants must have at least two (2) years’ verifiable work experience providing customer service to the general public. Verifiable work experience must include addressing customer concerns and/or complaints by providing applicable solutions to those concerns and complaints and providing this service on a day-to-day basis as a major function of their duties and responsibilities. Applicants must also have excellent oral and written communication skills and must be able to type 30 wpm. Applicants must have excellent phone etiquette. Bilingual abilities are a plus.

Working Conditions: The working conditions described below are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Environmental Conditions: This person will work predominantly in an office type environment.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit for up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee may be required to work at a computer video display terminal for more than 5 hours a day.

Mental Demands: Reading, studying focused listening, auditing, inspecting, proofreading, and evaluating. Ability to give, receive and analyze information and prepare written materials. Ability to communicate effectively (verbal and written); interpret policy, procedures, and data.

Examination Information: Candidates selected to participate in the hiring process will be notified of the exact time and place of the examination. The examination process will consist of three parts: a written examination, performance assessment and/or interview, and record evaluation (for internal candidates only). Candidates must attain a minimum of 70% on all parts of the process except 60% on the interview portion, to move forward in the process.

Weights for a final score will be assigned as follows: Weights for a final score will be assigned as follows for internal candidates: Written 50%, Performance Assessment and/or Interview 35%, Record Evaluation 15%. All candidates must score a minimum composite score of 70% in order to establish eligibility for the position. Internal candidates must meet all the record evaluation criteria in order to gain 15% weighting. Records evaluation information includes a review of the following:

Records evaluation information includes a review of the following:

• 5 or more absence occurrences

• 2 or more AWOL or absence control suspensions

• 3 or more active written reminders (regardless of the level)

• 5 or more misses (regardless of whether they are active or not active)

• 4 or more active tardies

• Drug or alcohol suspension

• Commercial Driver’s License (CDL) suspension

• Active Decision-Making Leave (DML)

Additional Information: The performance of these duties may be required at any time of the day or night, any day and night of the week. The position is a bargaining unit position.

Applicants who do not pass the written examination, performance assessment(s) and/or interview must wait six (6) months to reapply after the initial written examination date.

All communications regarding your application will be sent through the I-Recruitment site, you will receive an email from "Oracle Administrator (OR15)" sysadmin@gcrta.org to let you know there has been a change to the status of your application or that you have received a communication regarding your application.

To check the status of your application: Log into the GCRTA I-Recruitment site, look under “Status” column. To check your communications: Log into the GCRTA I-Recruitment site, click on the icon below “Application Details” of the job posting, click on the “Communications” tab to view communications.

AN EQUAL OPPORTUNITY/ADA EMPLOYER/DRUG FREE WORKPLACE