Paratransit Service Monitor

Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time-and we're looking to hire talented folks with a commitment to excellence to make it all possible

Summary:

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.

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 para transit experience is preferred

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.

Working Environment:

Primarily office environment, off-site visits occasionally

Physical Demands and Other Conditions:

Sitting and 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. Must be able to work all shifts, including weekends, nights, holidays and be on 24-hour call via pager or cell phone. 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 Tuition Assistance Pre-Tax Commuter Benefits Plan Retirement Plans 401(a)
• Retirement plan with a 6% employer contribution 401(k)
• Retirement saving plan with up to an 3% company match 457(b)
• Deferred Savings Plan At NJ TRANSIT, diversity and inclusivity are vital to our success as we are committed to hiring individuals from diverse backgrounds, experiences, abilities, and veteran status.

As an Equal Opportunity Employer, we encourage all qualified applicants to apply and join our team. Learn more about

NJ TRANSIT!

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