Paratransit Service Monitor
3.
7 Newark, NJ Newark, NJ Estimated:
$42.
3K - $53.
6K a year Estimated:
$42.
3K - $53.
6K a year 1 day ago 1 day ago 1 day ago Forbes List of America s Best Employers 2021, 2022, & 2023 Move forward with us! At NJ TRANSIT, you'll be joining us in transforming the third-largest transportation agency in North America.
We are committed to delivering safe, reliable service that gets our customers to their destinations on time--and we're looking to hire talented folks with a love of learning to make it all possible.
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.
This Position Supervises:
Education, Experience and
Qualifications:
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 paratransit experience is preferred Must be able to work all shifts, including weekends, nights, holidays and be on 24-hour call via pager or cell phone.
Knowledge and Skills:
Excellent oral communication, PC and written skills required.
Proficiency in MS Word, Excel and MS PowerPoint is required.
Proficiency speaking additional languages is desired.
Certificates, Licenses, Registrations Working Environment Primarily office environment, off-site visits occasionally Physical Demands Other Conditions Sitting, 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.
This position is classified as Essential Operational and will be required to report to work during adverse weather or commuting conditions.
At NJ Transit you will enjoy a competitive salary and excellent benefit package:
Comprehensive Family Health Insurance - Medical, Prescription, Dental, Vision Flexible Spending Account Life Insurance Paid Leave 401(a), 401(b), 401(k) Retirement Plans - up to 9% employer contribution Tuition Assistance Commuter Benefits At NJ Transit we support and depend upon the diversity of our staff.
NJ TRANSIT is an Equal Opportunity Employer.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
7 Newark, NJ Newark, NJ Estimated:
$42.
3K - $53.
6K a year Estimated:
$42.
3K - $53.
6K a year 1 day ago 1 day ago 1 day ago Forbes List of America s Best Employers 2021, 2022, & 2023 Move forward with us! At NJ TRANSIT, you'll be joining us in transforming the third-largest transportation agency in North America.
We are committed to delivering safe, reliable service that gets our customers to their destinations on time--and we're looking to hire talented folks with a love of learning to make it all possible.
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.
This Position Supervises:
Education, Experience and
Qualifications:
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 paratransit experience is preferred Must be able to work all shifts, including weekends, nights, holidays and be on 24-hour call via pager or cell phone.
Knowledge and Skills:
Excellent oral communication, PC and written skills required.
Proficiency in MS Word, Excel and MS PowerPoint is required.
Proficiency speaking additional languages is desired.
Certificates, Licenses, Registrations Working Environment Primarily office environment, off-site visits occasionally Physical Demands Other Conditions Sitting, 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.
This position is classified as Essential Operational and will be required to report to work during adverse weather or commuting conditions.
At NJ Transit you will enjoy a competitive salary and excellent benefit package:
Comprehensive Family Health Insurance - Medical, Prescription, Dental, Vision Flexible Spending Account Life Insurance Paid Leave 401(a), 401(b), 401(k) Retirement Plans - up to 9% employer contribution Tuition Assistance Commuter Benefits At NJ Transit we support and depend upon the diversity of our staff.
NJ TRANSIT is an Equal Opportunity Employer.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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