Brief Description of the Job
Under the direction of the Transit Dispatch Supervisor, provides exceptional customer service to the general public in selling bus passes, answering questions about routes, providing general information, and sharing service updates as they occur. Utilizes Automated Vehicle Location (AVL) and other technology to track vehicles at all times and share this information with the public when necessary. Reconciles end-of-day transactions. Counts daily fares (cash and coins) from buses. Records all ticket sales and enters data into the appropriate forms for analysis. Performs a wide variety of clerical duties including answering multi-line phones, receiving and sorting mail, data entry, and typing.
Provide Customer Support (65%): Provide a variety of Greenlink information to passengers, the general public, and other agencies. Provide quality customer service and respond to public inquiries and requests in a courteous and professional manner. Sell bus passes and record all transactions of ticket sales. Collect cash for passes and fare cards. Log and maintain lost and found items. Take customer complaints to be investigated by Transit Shift Supervisor. Utilize AVL system to provide customer information. Work the front office to greet guests. Utilize multi-line phone system, answer phone calls in a courteous manner, and route to appropriate staff.
Provide Administrative Support (25%): Provide administrative support to Dispatch Supervisor by opening Transit Center daily. Report operational problems and incidents to supervisor; make recommendations and propose solutions to problems. Ensure all routes are logged into their correct run and trip in the AVL Tracking system. Reconcile end-of-day transactions. Count daily fares (cash and coins) from buses. Make daily cash deposit. Create daily, weekly, and monthly reports for ticket sales. Aid management as needed with clerical duties. Perform a wide variety of clerical duties including receiving and sorting mail, data entry and typing. Maintain inventory of supplies and notify management when supplies are needed. Manage Greenlink Reduced Fare Card ID program.
Provide Back-up Dispatch Services (10%): Fill in for dispatch duties when Transit Shift Supervisor is away from ticketing booth. Provide public transit dispatching for fixed route and paratransit services. Monitor two-way radio traffic and respond accordingly. Coordinate with other supervisor to authorize and communicate route changes due to inclement weather, unsafe conditions, road constructions, accidents, and other unique situations. Instruct drivers concerning directions and detours. Contact and coordinate with law enforcement and emergency services when needed. Coordinate with maintenance when replacement vehicles or drivers are needed due to accidents, breakdowns, or other emergencies. Monitor and record all missed trips. Monitor and record all road calls.
Perform other duties as assigned.
Formal Education: High school diploma required.
Experience: Over one year of experience in transit operations, dispatch, customer service, or a related field is required.
Driver's License Required: Class D South Carolina license.
Certifications and Other Requirements: Working knowledge of transit dispatch procedures. Ability to accurately collect cash transactions, make change, and reconcile money. Knowledge of Computer Aided Dispatch and Auto Vehicle Location technology. Working knowledge of Greenville County roads and routes.
Overall Strength Demands: Medium strength demands include exerting 10-25 pounds frequently or up to 10 pounds constantly.
Physical Demands: Continuously requires fine dexterity, reaching, handling, vision, foot controls, crouching, hearing, twisting, and talking. Frequently requires standing, walking, lifting, carrying, sitting, kneeling, climbing, and bending. Occasionally requires crawling and pushing/pulling.
Machines, Tools, Equipment, and Work Aids: Radio/communications equipment, calculators, farebox, and office equipment.
Computer Equipment and Software: Computer and related software: Microsoft Office, CAD/AVL.
Overall Working Conditions: Satisfactory: Occasional exposure to unpleasant environmental conditions and/or hazards.
Environmental Factors: Daily exposure to wetness and/or humidity, respiratory hazards, noise and vibration, and physical hazards. Seasonal exposure to extreme temperature.
Health and Safety: Constant exposure to electrical hazards, communicable disease, and physical danger or abuse. Rare exposure to mechanical hazards, chemical hazards, and fire hazards.
Primary Work Location: Ticket Office.
Protective Equipment Required: Safety vest.
Frequently requires time pressures, frequent change of tasks, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work, and noisy/distracting environment. Occasionally requires emergency situations and irregular schedule/overtime.