Transit Customer Services Dispatcher

City of Billings; Billings (MT); On-site; USD 29,000 - 30,000; Full time

Job summary

City of Billings is seeking a dispatch assistant for the transit division to create and monitor driver manifests, schedules, and routing status. You will provide direction to operators, respond to service requests, and maintain data in dispatch systems while delivering courteous public service.

The role requires a high school diploma and 1+ year in customer service or dispatching, with ability to multitask and pass routine background checks. Work is on-site with varying shifts.

Qualifications

• High school diploma or equivalent.
• 1+ year in customer service, dispatching, transit, or related field.
• Strong interpersonal skills and ability to multitask.
• Must pass pre-employment drug test and background checks.

Responsibilities

• Create and monitor driver manifest, schedules, routing status and progress.
• Provide direction to transit vehicle operators.
• Respond to requests for service and public inquiries.
• Operate and monitor two-way radio and telephone systems.
• Enter passenger data and dispatch information into systems.
• Dispatch transit units according to procedures.

Skills

Interpersonal skills

Multitasking

Education

High school diploma or equivalent

Job description

Duties

• Create, maintain and monitor computerized driver manifest/schedules, client data, routing status and progress;
• Provide general direction to the transit vehicle operators;
• Respond to requests for service;
• Provide a variety of information and services to passengers and the public;
• Operate a variety of communication equipment, including a two-way radio and telephone systems;
• Utilize computer dispatching and scheduling systems; and
• Handle customer service-related duties including (but not limited to) fare media sales and answering general inquiries.

Salary Range: $20.5953 - $22.7144 per hour. Salary reflects Step 1 and Step 3 of a 7-step pay scale. Salary at hiring will be dependent upon the applicant's education, experience, and training.

Work Schedule: Varies Monday through Saturday.

Essential Duties And Responsibilities

• Receive multiple incoming calls from the public requesting, canceling, or changing scheduled transportation services.
• Determine eligibility of requested service.
• Enter passenger data, locations, agency, and other applicable data.
• Communicate with deaf citizens via teletype response back systems.
• Utilize translation services as necessary.
• Monitor two-way radio system and maintain contact with transit units on assignment.
• Maintain status, location, and availability of all transit units for effective dispatching and transport of passengers.
• Dispatch transit units in accordance with established procedures.
• Respond to employee and passenger concerns and forward to supervisor as appropriate.
• Operate specialized computer records/dispatch systems.
• Ensure all transit vehicles are properly assigned and displayed in applicable vehicle tracking systems.
• Coordinate calls and relay information via two-way radio and telephone systems in assistance to transit units and the public.
• Maintain a variety of electronic, hard copy, and paper logs, records, and files related to transit dispatching activities.
• Perform a variety of record keeping, filing, indexing, and other general clerical work.
• Maintain a variety of logs pertaining to transit services and activities.
• Understand and utilize specialized computer software systems to achieve scheduling and dispatching efficiency and accuracy.
• Assist in training of new dispatchers.
• Provide assistance to the public via telephone, front counter, and electronic communication regarding requests for general information or services.
• Process payments for fare purchases or other items and record in appropriate software.
• Forward requests for further information, complaints, or other items to appropriate personnel.
• Respond to customer needs in a timely and professional manner.
• Carefully communicate abilities and inabilities of the transit systems.
• Assist with transit system reception duties.
• Perform a variety of record keeping, filing, indexing and other general clerical work.
• Reconciles daily cash fare sheets to cash/checks collected in paratransit service.
• Counts and records cash fares collected via fixed-route service.
• Invoices or reconciles other items as needed.
• Provide backup to receive and distribute department/division mail.
• Prepare routine reports in support of transit operations.
• Prepare documents as needed.
• Performs other duties as assigned.

Required Qualifications And Skills

• High school diploma or equivalent.
• One (1) or more years of combined education and experience in customer service, dispatching, transit, or a related field.
• Must have strong interpersonal skills.
• Must have the ability to multi-task in a fast-paced environment.
• Must be able to successfully pass a pre-employment drug test and Federal and State criminal history background check.

Preferred Qualifications And Skills

• Experien e with city government and knowledge of departmental functions and operations.

Equal Opportunity Employer.