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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 II (7300) in the Comm/Customer Experience & Advocacy Department.
Open Date: 03/08/2024
Closing Date: 03/18/2024
Starting Rate of Pay: $22.53 | Union Job Grade 11
OVERALL DESCRIPTION
Under general supervision of Customer Service Supervisor, staffs Customer Service Commuter Offices; provides accurate service information for the five county area serviced by the Authority and responds to system inquiries.
SPECIFIC RESPONSIBILITIES
- Operates Customer Service Commuter Offices at various locations throughout the service area, including walk around observations of terminals and reporting any issues (escalator/elevator outages, maintenance repairs, etc.) to the appropriate department personnel.
- Provides accurate system information to customers using personal computer, maps, and printed schedules.
- Meets and welcomes customers outside of the CS Office.
- Provides information and assist with Reduced/senior questions.
- Signs, stores and logs lost and found items that are turned in by passengers and supervisors from different depots.
- Accepts passenger complaints, reviews for required detail then enters into Customer Service Web form for the Customer Service Specialist to process.
- Replenishes schedule racks and stocks inventory of schedules.
- Assists customers with inquiries regarding SEPTA Key and fare kiosks and redirects customers accordingly.
- Attends outreach events when needed.
- Performs other duties as assigned.
QUALIFICATIONS AND EXPERIENCE
- High school diploma or equivalent. Must have three (3) years of Customer Service experience. Must successfully complete Customer Service Scenario test, Data Entry test, and Math test. Must successfully complete mapping and schedule reading test at time of interview. Must 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 customer-friendly disposition.
- Familiar with Authority rules and regulations and Department office procedures.
EQUIPMENT USED:
- Personal computer, telephone equipment
PHYSICAL:
- Prolonged sitting and/or standing.
- Some lifting required during schedule changes and stocking the schedule racks.
WORKING CONDITIONS:
- Office environment at satellite offices. Subject to working evenings, weekends, and holidays.
IDEAL QUALIFICATIONS AND EXPERIENCE
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
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
