Dispatcher/Customer Care Supervisor

This is a full-time supervisory level position that reports to the Director of Operations.

River Valley Metro Mass Transit District provides public transportation to the residents of Kankakee County. The office is in Bourbonnais IL. Metro provides service 365 days a year and this position could start as early as 4:15 am or get off as late as 10:15 pm. This position requires shifts on weekends and holidays. The current open position is normally scheduled afternoons/evenings, Tuesday through Saturday.

The Dispatch/Customer Care Supervisor plays an integral part in providing excellent customer service to our passengers. This position plays a dual role. Some days this individual is in the office handling all incoming calls, radio transmissions and keeping day-to-day operations rolling. Other days, this person is on the street assisting our passengers and drivers, providing top notch customer service, and ensuring that service runs smoothly and on time.

Starting pay is $19/hour, increases to $20/hour after only 6 months, and increases annually for 9 years. Benefits include:

• Paid Vacation Time: 2 weeks after 1 year, 3 weeks after 5 years, and 4 weeks after 10 years
• Personal Days: 40 hours per year beginning immediately (may be prorated 1st year)
• Paid Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Black Friday, Christmas Eve, and Christmas Day.
• Affordable Medical, Dental and Vision Insurance: Outstanding coverage is available with low copays instead of deductibles. This exceptional insurance is very expensive, but River Valley Metro pays approximately 90% of the premium cost, keeping the out-of-pocket cost for the employee at a minimal level.
• Pension Plan: Our well-funded pension plan can make a significant difference in your retirement lifestyle.
• Employee uniforms are provided.

Responsibilities and Duties

The main objective of this position is to supervise and participate in the daily operations of the transit system, ensuring the safety of the system, providing customer service, and ensuring Metro complies with the Federal and State laws governing transit operations.

Below are some of the duties that meet that objective:

• Assisting passengers using the system. This may happen in dispatch by planning a trip for a passenger that doesn’t know how to use the system, making an appointment for passengers needing the origin to destination service, or on the street by picking up missed passengers and getting them to their destination or running part of a route for a driver that gets behind schedule.
• Drive whatever vehicle is needed to perform the necessary functions, up to and including buses.
• Fuel and sanitize vehicles as needed.
• Perform daily checks of vehicles and buildings to ensure safety.
• Monitor on-time performance of each route.
• Assist Bus Operators with mechanical or passenger related problems, route detours or accidents.
• Monitor, report and evaluate the safe operations of Metro equipment.
• Monitor Metro infrastructure, such as transfer stations, shelters and bus stops and report any needs to our Facilities Department.
• Assist Maintenance with mechanical issues with the bus by trouble shooting and checking and adding fluids as needed.
• Drive a bus to switch one out for mechanical reasons, run a route in service if short staffed or for any other reason deemed necessary to perform their work duties.
• Prepare and maintain a variety of reports, including detailed documentation of daily activities.
• Handling all incoming calls and radio transmissions into the dispatch office.
• Making appointments for our origin to destination customers in the Trip Master software.
• Count money collected in the fare box and make proper deposits.
• Perform related duties as assigned.

Working Conditions:

• When handling Dispatch duties, this position will be in an office environment.
• When handling Customer Care Supervisor duties this position will be in a vehicle on the road and will be subjected to normal weather conditions.

Training, Requirements, and Experience:

• Transit experience is a plus but not required.
• Previous supervisory experience
• Clean driving record and at least 5 years driving experience.
• Must possess or have the ability to obtain a valid Illinois Class B CDL, with Passenger and Air Brake Endorsements within 2 months of hire.
• Computer experience required, with experience in Microsoft Excel preferred.
• High School Graduate or equivalent
• Applicants for this position must undergo substance testing and a background check.

AA/EEO

River Valley Metro Mass Transit District is an affirmative action/equal employment opportunity employer.

Apply online: RiverValleyMetro.com/doing-business/current-opportunities/

Job Type: Full-time

Pay: $19.00 - $28.73 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Bourbonnais, IL 60914: Relocate before starting work (Required)

Work Location: In person