What are the responsibilities and job description for the Customer Service Agent II position at SEPTA?
The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth largest transportation system in the United States, with a vast network of fixed route services including bus, subway/elevated, trackless trolley, light rail, and commuter rail serving a 2,200 square mile service region.
We are currently seeking a Customer Service Agent II (7300) in the Comm/Customer Experience & Advocacy.
Opening Date: 05/08/2023
Closing Date: 05/15/2023
Job Grade: Union 11
Salary Range: Min: [[salaryMin]] - Mid: [[salaryMid]] - Max: [[salaryMax]]
OVERALL DESCRIPTION
Under general supervision of Customer Service Supervisor, staffs Customer Service Commuter Offices; provides accurate service information for the five county area serviced by the Authority and responds to system inquiries.
SPECIFIC RESPONSIBILITIES
- Operates Customer Service Commuter Offices at various locations throughout the service area, including walk around observations of terminals and reporting any issues (escalator/elevator outages, maintenance repairs, etc.) to the appropriate department personnel.
- Provides accurate system information to customers using personal computer, maps, and printed schedules.
- Meets and welcomes customers outside of the CS Office.
- Provides information and assist with Reduced/senior questions.
- Signs, stores and logs lost and found items that are turned in by passengers and supervisors from different depots.
- Accepts passenger complaints, reviews for required detail then enters into Customer Service Web form for the Customer Service Specialist to process.
- Replenishes schedule racks and stocks inventory of schedules.
- Assists customers with inquiries regarding SEPTA Key and fare kiosks and redirects customers accordingly.
- Attends outreach events when needed.
- Performs other duties as assigned.
- Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities. Reports any safety concerns, compromises or hazards affecting operations, the public, self and/or other employees. Responsible for personal safety and is encouraged to promote the safety of others.
QUALIFICATIONS AND EXPERIENCE
- High school diploma or equivalent. Must have three (3) years of Customer Service experience.
- Must successfully complete Customer Service Scenario test, Data Entry test, and Math test before interview.
- Must successfully complete mapping and schedule reading test administered at time of interview.
- Must possess:
- Ability to read maps, schedules and other hard copy reference transit materials.
- Ability and willingness to deal with diverse group of employees and customers
- Excellent verbal communication skills and telephone protocol.
- Excellent customer-friendly disposition.
- Familiar with Authority rules and regulations and Department office procedures.
EQUIPMENT USED:
- Personal computer, telephone equipment
PHYSICAL:
- Prolonged sitting and/or standing.
- Some lifting required during schedule changes and stocking the schedule racks.
WORKING CONDITIONS:
- Office environment at satellite offices. Subject to working evenings, weekends, and holidays.
BENEFITS OFFERED
We offer a superior benefits package.
SEPTA benefit and retirement programs for employees:
- Medical Benefits – “Minimal annual premium contribution”
The following benefit plans have “No Employee annual premium contribution”:
- Prescription Benefits Program
- Dental Benefits
- Vision Benefits
Additional benefits we offer:
- Pension Plan / Retirement Savings
- Defined Benefit Pension Plan
- Voluntary Governmental 457B Deferred Comp Plan
- Life Insurance
- Tuition Reimbursement
- SEPTA Transportation Pass – FREE travel on all SEPTA modes of transportation
Public Service Loan Forgiveness (PSLF) program, SEPTA is a qualified employer
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SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Nearest Major Market: Philadelphia
Salary : $11 - $0
