Rail Customer Service Representative / Security Controller

chicagotransit; Chicago (IL); On-site; USD 59,000 - 83,000; Full time

Benefits offered by this job

CTA Benefits

Job summary

CTA in Chicago seeks a Control Center professional to monitor bus and rail radio channels, manage incident communications, and assist in providing timely information to Authority personnel. You will handle ADA-related reports and coordinate with Customer Assistants for station accessibility.

Ideal candidates have CTA Control Center experience and a transportation background, with strong communication skills and the ability to remain calm under pressure during disruptions and emergencies.

Qualifications

• Two (2) years CTA Control Center experience or five years CTA Rail Operations as CSR/CRO, or five years external control center experience or supervisory customer service.
• Bachelor’s degree in Transportation or related field preferred.
• Drug and alcohol testing and certifications required.

Responsibilities

• Input data and maintain daily schedules using Management Systems.
• Communicate service disruptions and restoration info by phone, radio, and PA.
• Update elevator status lines and generate reports in FileMaker.
• Notify customers and internal teams of ADA-related and security issues.
• Coordinate station access and ADA-related assistance as needed.
• Respond to emergencies calmly and coordinate with Security Control.

Skills

Communication

Calm under pressure

Radio communications

Public address announcements

Report writing

Education

Bachelor’s degree in Transportation

Tools

Windows

Microsoft Word

Excess

Access

Job description

SALARY

$50.98

POSITION SUMMARY

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.

PRIMARY 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.

SUPERVISORY RESPONSIBILITIES

Reporting to this position may include the following jobs:

Job Title

• None

CHALLENGES

• Remaining calm and professional when responding to calls and emergency incidents.

EDUCATION/EXPERIENCE 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.
• Bachelor’s degree in Transportation or a related field preferred.
• Required to submit to and pass drug and alcohol testing.
• Required to pass certification/re-certification test(s).

PHYSICAL REQUIREMENTS

• Requires sitting for extended periods of time, standing, visual acumen, manual dexterity and fingering for working with computer key boards.
• Required to sit at a workstation with computer terminals.

KNOWLEDGE, SKILLS, AND ABILITIES

• 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.

WORKING CONDITIONS

• Works various days and hours as assigned.
• Subject to 24-hour call.
• Usual office working conditions.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

• Standard office equipment.
• Personal computer and related Control Center software and equipment.

Employees and/or union members will be given priority consideration in the hiring process, per the applicable labor contracts.

Rate to be determined by applicant's entered service date and service date in union jurisdiction of this classification.

CTA IS AN EQUAL OPPORTUNITY EMPLOYER. No employee or applicant for employment will be discriminated against because of race, color, creed, religion, sex, marital status, national origin, sexual orientation, ancestry, age, unfavorable military discharge, disability or any other status protected by federal, state, or local laws; except where a bona fide occupational qualification exists We are committed to providing an inclusive environment for our workforce and supporting the communities we serve. CTA will make reasonable accommodations for the known disabilities of otherwise qualified applicants for employment as well as its employees, unless undue hardship would result. If you require an accommodation in the application or hiring process, please contact [e-mail] prior to the submission of your application or upon notification of your actual test date. CTA will work with you to determine if an accommodation can be provided.

TO BE CONSIDERED APPLICATIONS MUST BE COMPLETED IN THEIR ENTIRETY INCLUDING:

• UPLOADED RESUME / WORK HISTORY
• QUALIFICATIONS
• JOB ASSESSMENT QUESTIONS

INFORMATION PROVIDED MUST BE ACCURATE AND TRUTHFUL.

Failure to respond to correspondences during the hiring process in a timely fashion may result in your application being closed out for non-responsiveness.

CTA Benefits

https://www.transitchicago.com/hrbenefits/