Rail Customer Service Representative / Security Controller

Chicago Transit Authority; Chicago (IL); On-site; USD 59,000 - 80,000; Full time

Benefits offered by this job

CTA Benefits

Job summary

Chicago Transit Authority is seeking a Rail Customer Service Representative / Security Controller. You will monitor rail communications, input data, coordinate with security, and assist in service restoration.

Strong observational skills and calm demeanor are essential for handling disruptions and ADA-related duties. The role requires prior CTA control center or rail operations experience, plus ability to pass drug, alcohol, and recertification tests.

Qualifications

• / Two years CTA control center or supervisory experience or five years CTA Rail Operations as CSR/CRO or equivalent.
• / Bachelor’s degree in Transportation or related field preferred.
• / Must pass drug and alcohol testing and certification tests.

Responsibilities

• Input data and maintain daily schedules using management systems.
• Transmit information during service disruptions via telephone, radio, and PA.
• Update elevator status lines and generate reports in FileMaker.
• Communicate service disruptions to CTA customers and coordinate with Security.
• Monitor security alarms and coordinate with police and fire personnel.

Skills

Radio communications

Emergency response

Public address announcements

Customer service

ADA knowledge

Communication skills

Calm under pressure

Education

CTA Control Center experience

Bachelor’s degree in Transportation or related field

Tools

FileMaker

Pro/EAM systems

Job description

Job Description - Rail Customer Service Representative / Security Controller (2600007F)

Job Description

Rail Customer Service Representative / Security Controller - ( 2600007F )

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.

Qualifications

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.

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.

Additional Details

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.

CTA Benefits

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