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Call Centre & Customer Services
SEPTA Hiring for Customer Service Agent II Job at Philadelphia, PA Full Time
Category: Manager/Supervisor/Administrator
Facility: SEPTA Headquarters
City: Philadelphia
Date: Jun 15, 2022
Req ID: 3224
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.
We are seeking to hire candidates for the position of Customer Service Agent II (7300) in the Comm/Customer Experience & Advocacy department.
SEPTA currently requires all new employees to be fully vaccinated and provide proof of vaccination at their pre-employment medical appointment.
Open Date: 06/15/2022
Close Date: 06/20/2022
Division/Department: Communications /Comm/Customer Experience & Advocacy
Union: USA/IBTB
Starting Rate of Pay: $20.43
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.
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