Rail Customer Service Representative / Security Controller

Chicago Transit Authority•Chicago, IL

17h•Onsite

About The Position

Monitors bus and rail radio channels, electric and telephonic communications, and notifies appropriate personnel. Receives Rail Station defects from Rail System personnel. Assists Control Center Managers in providing timely, accurate, and consistent information to Authority personnel. Communicates status of CTA paratransit and mainline services, service disruptions and emergencies.

Requirements

Two (2) years of CTA Control Center experience, CTA Bus/Rail Supervisory experience, or five (5) years CTA Rail Operations experience as a CSR or CRO, or five (5) years external control center experience or customer service experience in a supervisory capacity, or an equivalent combination of education and experience related to the position.
Required to submit to and pass drug and alcohol testing.
Required to pass certification/re-certification test(s).
Detailed knowledge of bus and/or rail operations.
Working knowledge of bus and rail operations equipment.
Working knowledge of ADA and paratransit policies and procedures.
Working knowledge of the Authority’s fare structure and regulations and the equipment associated with the Automated Fare Collection system, along with a thorough knowledge of the Authority’s refund policy.
Working knowledge and skills necessary to competently operate personal computer systems to develop and maintain business applications using standard software, such as Windows, Microsoft Word, Excess, Access, etc.
Working knowledge of the duties, responsibilities, and performance requirements for operating, station and non-operating Transit Operations positions.
Working knowledge of the rules, regulations and procedures governing operating and non-operating employees.
Strong communication skills suitable for providing clear and concise radio communication and public address announcements.
Ability to respond to calls and emergency incidents in a calm and professional manner.
Ability to write and express oneself in a clear, logical, and comprehensive manner.
Ability to develop and maintain effective working relationships with Authority personnel and outside agencies.
Ability to write and express oneself in a clear, logical and comprehensive manner.
Ability to document occurrences or events in a chronological order.
Ability to read and interpret all scheduling related materials.

Nice To Haves

Bachelor’s degree in Transportation or a related field preferred.

Responsibilities

Uses the appropriate Management Systems(s) to input data and maintain daily schedules.
Transmits pertinent information by telephone, radio, and public address system during service disruptions and service restoration and executes public address checks at all rail stations and communicates defects to Power Control.
Regularly updates the elevator status line and generates reports regarding all defective elevators. Prepares and monitors various reports in the File Maker Pro and EAM systems.
Communicates services disruptions and emergencies to both internal and external CTA customers. Records station defects relating to the American with Disabilities Act (ADA). Communicates to CA’s when disabled riders are entering or exiting their station. Also coordinates the availability of station gap fillers via communication with Customer Assistants. Responds to ADA inquires, issues, and complaints.
Monitors radio alarms on bus and rail channels and notifies managerial, supervisory and appropriate police and fire personnel coordinating with Security Control to provide appropriate responses.
Notifies management, supervisory, and necessary personnel to investigate and resolve problems or unusual occurrences.
Notifies management, supervisory, route terminal and security personnel when Customer Assistants/Security Guards have failed to report for scheduled work and stations are unattended.
Maintains Customer Assistant daily attendance and location database to facilitate prompt location of employees when emergency alarms are activated.
Receives security related information concerning improper activities and notifies appropriate personnel.
Performs related duties as assigned.