Field Service Officer (5131)

Septa • Philadelphia, PA

3d • $65,936 - $82,420 • Onsite

About The Position

The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth-largest transportation system in the U.S., connecting communities across a 2,200-square-mile service region. SEPTA is at the forefront of innovation in the transit industry, ensuring reliable and efficient services while driving economic growth in the Philadelphia region. SEPTA has been recognized as a 2023 FORBES Best in State Employer and Philadelphia Employer of Choice for 2024. The Field Service Officer monitors, evaluates, and reports on outreach services provided by contracted providers, volunteers, and employees. This role ensures that all outreach vendors, partners, and volunteer personnel perform services and agreements as outlined in directives, contracts, and SEPTA policies and procedures. The officer interacts with station managers, cashiers, maintenance custodians, and System Safety Officers to resolve concerns with at-risk individuals and addresses issues with at-risk individuals Authority-wide.

Requirements

• Bachelor's Degree and two (2) years' experience involved in customer service, outreach/management and/or working with the vulnerable/unhoused population responsibilities required.
• An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Excellent analytical, problem solving, verbal and written communication skills required.
• Must possess excellent organizational skills and ability to work under pressure.
• Must be methodical, detail oriented and able to work independently and as part of a team.
• Excellent interpersonal skills required.
• Must possess valid driver's license.
• Must demonstrate effective verbal skills and clarity in report writing.
• A writing skills assessment exam will be administered during the interview process.
• Must be proficient in Microsoft Excel, PowerPoint, Word, and basic mathematical computation skills.

Responsibilities

• Responsible for supporting the vision and approach for addressing the at-risk community members Authority-wide.
• Monitors benchmarks for success of all outreach programs and activities, both internally and externally.
• Regularly reports progress; recommends corrective actions if required.
• Responsible for identifying external opportunities to advocate on behalf of SEPTA and develops innovative partnerships with stakeholders to provide better customer experience.
• Develops and trains new outreach personnel, volunteers, and employees.
• Oversee work activities of field services to ensure emergencies and/or crisis situations are managed effectively.
• Documents violations of SEPTA policies and procedures, as well as contractor, volunteer, and employee injury and Code of Conduct violations to appropriate management.
• Participates in community meetings and resource events.
• Scans internal training programs and builds strategies to address gaps
• Performs other duties as required.

Benefits

• Comprehensive Healthcare Coverage – Medical, prescription, dental, and vision plans with little to no employee premiums.
• Retirement Security – Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan to build your financial future.
• Work-Life Balance – Enjoy paid parental leave, generous vacation time, and paid holidays to recharge and spend time with loved ones.
• Employee Wellness – Access wellness programs and resources to support your physical, mental, and emotional well-being.
• Invest in Your Growth – We offer tuition reimbursement to support your education and career advancement.
• Student Loan Assistance – Our positions qualify for the Public Service Loan Forgiveness (PSLF) program, helping you manage and reduce student debt.
• Free Travel Perks – Receive a FREE SEPTA Transportation Pass, giving you unlimited access to all SEPTA services!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees