Customer Service Agent Bilingual (7302)

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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. SEPTA has become an integral force in the economic success of the Philadelphia region, providing an efficient and reliable source of transportation.

We are seeking a candidate for the position of Customer Service Agent Bilingual (7302) in the Comm/Customer Experience & Advocacy.

Open Date: 07/02/2024

Closing Date: 07/07/2024

Starting Rate of Pay: $29.23 | Top Rate of Pay: $32.48 | Union Job Grade 13

OVERALL DESCRIPTION

Under the general supervision of Customer Service Supervisor, performs customer service functions with English and Spanish speaking patrons and Authority personnel.

SPECIFIC RESPONSIBILITIES

• Responds to inquiries (via telephone, live chat, in person or email) from English and Spanish speaking public and Authority personnel. Provides information on use of various routes to arrive at specified locations, exchange privileges, locations of streets, churches, schools and colleges, public buildings, please of interest, fare routes, schedules, service delays detours and re-routings.

• Investigates and resolves customer inquiries for GPS location of delayed and missing buses, trolleys, and trains using desktop applications including the Control Center website, RSA data and the ATDS System. Prepares route analysis, when needed to identify emerging trends for Operations.

• Receives requests for Authority literature and publications; takes name and address of caller; prepares envelope and lists requested items; prepares envelope for mailing.

• Receives inquiries pertaining to articles lost on Authority vehicles and property; attempts to locate reported lost items through Supervisor.

• Relays information concerning service delays from CTD, STD and RRD in response to inquiries from the public.

• Receives new and revised schedules; abstracts information for printing pocket schedules for distribution and expedites giving of information to public.

• Revises when necessary general information to the public, such as transit and street guides, etc.

• Represents Customer Service Department at various special events, when requested and provides customers with transit information.

• Maintains, distributes and organizes newly updated schedules to all agents.

• 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.

• Performs miscellaneous clerical duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• High school diploma or equivalent. Must have 2 years of Contact Center (phone) related experience. Must have 3 years of Customer Service related experience.

• Must successfully complete Customer Service scenario, Math test, writing, and Data Entry test. Must speak fluent Spanish and English. Must successfully complete mapping and schedule reading test at time of interview.

• Most 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 written skills, especially via electronic messaging platforms.

• Excellent customer-friendly disposition.

• Thorough knowledge of service routes and service area with exchange privileges and points.

• Thorough knowledge of fare collection and structure.

• Must possess ability to navigate Microsoft Windows including Explorer and desktop applications.

• Familiar with Authority rules and regulations and Department office procedures.

EQUIPMENT USED:

• Personal Computer, telephone equipment

PHYSICAL:

• Prolonged sitting.

WORKING CONDITIONS:

• Normal office environment. Subject to working at satellite offices. Subject to working evenings, weekends and holidays.

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.

BENEFITS

SEPTA offers a comprehensive benefits and retirement program for ALL employees, including:

• Medical

• Minimal annual premium contribution

Benefit plans with No Employee annual premium contribution:

• Prescription

• Dental

• Vision

Additional benefits we offer:

• Pension Plan / Retirement Savings

• Defined Benefit Pension Plan

• Voluntary Governmental 457B Deferred Comp Plan

• Life Insurance

• Paid Parental Leave

• Tuition Reimbursement

• SEPTA Transportation Pass

- FREE travel on all SEPTA modes of transportation

• SEPTA employees qualify for the Public Service Loan Forgiveness (PSLF) program

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