Job Information Job Title: #4004 - Dispatcher Category: Professional/Management Career Center: External City/Town: Philadelphia Location: Administration Group Type of Assignment: Permanent Position Type: Full Time Start Date: 3/31/2014 End Date: 4/7/2014 Additional Information Degree Required: None Years of Work Experience: 3 Job Description The Southeastern Pennsylvania Transportation Authority (SEPTA), the sixth largest transportation company in the nation, has an opening for a CCT Dispatcher/Monitor Position in its Customized Community Transportation (CCT) Department. We offer a comprehensive benefits package, which includes medical, dental and prescription plans and an employee transportation pass good on all SEPTA vehicles, including the Regional Rail Commuter trains. Salary range: $40K to $51K OVERALL RESPONSIBILITIES Dispatchers will work with customers, drivers, SEPTA staff and contract transportation providers (“carriers”) to resolve immediate transportation problems such as service lateness. Under the direction of the Control Center Supervisor, Dispatchers respond to customer service concerns using an ACD (Automated Call Distribution) system, communicate with drivers in vehicles via radios or on-board computers, identify customers trips in computerized scheduling system, and resolve their service problems and document the process in the computer system. SPECIFIC RESPONSIBILITIES 1. Operates and uses computer and manual reference files, procedures, and databases. 2. Using Automated Call Distribution (ACD) system, handles customer calls in a patient, reassuring and professional manner while communicating with drivers, carriers and SEPTA supervision. 3. Works efficiently with supervisor to resolve time sensitive service issues in the City and Suburban service area in a courteous manner with Drivers/Carriers e.g. vehicle breakdowns, lateness, adverse weather conditions. 4. Uses a scheduling software application in conjunction with Mobile Data Computers (MDCs), monitors driver activity from beginning to end of tour and provides assistance when necessary, to maintain on-time performance. 5. Conducts two-way radio or MDC communications with drivers and supports personnel, assuring SEPTA policies, procedures, and professionalism are enforced. 6. Monitors Inter-County, group and individual trips to ensure on-time service delivery. 7. Tracks and logs service occurrences involving service and passenger incidents, failures, concerns, and defects. Documents service information and input numeric codes in the scheduling software system when applicable by suing the appropriate systems. 8. Performs daily manifest and system checks to ensure communication of accurate information between driver and dispatcher. 9. Prepares detailed accident/incident reports. 10. Performs other duties as assigned/required by SEPTA CCT Manager(s). QUALIFICATIONS & EXPERIENCE • High School Diploma or equivalent required. Three (3) years of customer service and/or related transportation experience required. Related experience in Para-transit or fixed route transportation, or two-way radio dispatching experience preferred. • An equivalent combination of advanced education and experience (one year of post-high school education equating to two years of experience) may be considered. • Experience in using personal computers and proficiency in computer data entry required. • Excellent communication and customer service skills; positive and cooperative attitude; flexible, adaptable, quick learner; functions well as a team member. • Documented experience dealing directly with customers to resolve their problems preferably in customer service or technical support is required. Demonstrated proficiency in map reading; able to give clear, brief directions. • Excellent powers of concentration-ability to handle multiple tasks simultaneously within a distracting environment are essential. • Able to function well under stress and remain calm and collected during emergencies; enjoy working under pressure. • Reliable, responsible, professional outlook; punctual; good organizational skills. • Demonstrated ability to maintain work productivity levels as established by the department, utilizing the required techniques and procedures. • Ability to work shifts, holidays and weekends as required. • Must possess excellent attendance and performance records. • Knowledge of RouteMatch or equivalent transportation scheduling software preferred. • Knowledge of SEPTA system and of the five (5) County ADA service areas preferred. • Ability to speak and understand a second language, preferably Russian, Spanish, or an Asian language preferred. • Knowledge of the following, as tests will be administered: a) Map Testing/Reading b) Reading and Comprehension Test c) Computer Spelling Test d) Logical Sentence Completion To complement the salary, SEPTA offers an excellent benefits package, which includes Medical, Prescription, Dental, and Vision coverage as well as a free employee pass on all modes of SEPTA Transportation. If you wish to apply for this position, just click on the Apply to This Job link at the top and bottom of the page and follow the instructions. SEPTA is an Equal Opportunity Employer committed to diversity
Posted on: Tue, 01 Apr 2014 11:48:52 +0000
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