Transit Customer Services Dispatcher

City-of-Billings,-M; Billings (MT); On-site; USD 29,000 - 32,000; Full time

Job summary

The City of Billings is seeking a Transit Services Dispatcher to perform scheduling, routing, and dispatching for Billings' transit system. Under general direction, you will operate radio and telephone systems, use computer dispatching software, handle fare media sales, and provide passenger information.

You will maintain driver manifests, logs, and data, respond to service requests, and support training for new dispatchers.

Qualifications

• High school diploma or GED.
• 1+ years of combined education and experience in customer service, dispatching, transit, or related field.
• Strong interpersonal skills.
• Ability to multi-task in a fast-paced environment.
• Pass pre-employment drug test and Federal/State background check.

Responsibilities

• Receive calls to schedule, cancel, or change transit services; enter passenger data and assist deaf citizens as needed.
• Monitor two-way radio system and dispatch transit units per procedures; maintain unit status and tracking.
• Maintain logs, records, and files related to transit dispatching activities; use computer systems for scheduling and dispatching.
• Assist in training new dispatchers and provide customer information via phone, counter, and electronic channels.
• Reconcile fare sheets and process payments; provide back-up mail distribution and routine reports.

Skills

Interpersonal skills

Multi-tasking

Drug screening

Education

High school diploma or GED

Job description

Salary Range:

$20.5953 - $22.7144/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.

Job Summary:

The Transit Services Dispatcher position is directly involved in providing transit services to the citizens of Billings. Under general direction, this position performs transit scheduling, routing, and dispatching duties; operates a variety of communication equipment, including a two-way radio and telephone systems, utilizes computer dispatching and scheduling systems, as well as handles customer service related duties including (but not limited to) fare media sales and answering of general inquiries. The position creates, maintains and monitors computerized driver manifest/schedules, client data, routing status and progress, and provides general direction to the transit vehicle operators, responds to requests for service, and provides a variety of information and services to passengers and the public.

Scope of Responsibility:

Incumbents have a high degree of understanding of department or functional operations and are able to work with initiative under readily available supervision. Incumbents are able to make routine choices within established procedures as well as solve problems through the use of data interpretation, analysis, and defined work principles. Work product has noticeable impact on departmental operations and minimal impact on the organization. Incumbents must have the ability to exercise discretion regarding confidential matters.

Dispatch and Scheduling Specific Operations

• Receive multiple in-coming 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 displaying 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.

General Customer Service and Support Activities

• 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.
• Prepares routine reports in support of transit operations
• Prepare documents as needed

Performs other duties as assigned.

Required Qualifications and Skills:

• High school diploma or GED
• 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:

Experience with city government and knowledge of departmental functions and operationsWork is indoors in a normal office environment. Moderate physical effort involving lifting between 5 and 25 pounds is required. Work requires high attention to detail or deadlines between 15% and 45% of the time. A typical workday involves exposure to one disagreeable element present in moderate intensity, none of which are greater than moderate intensity less than 15% of the time.

Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.

Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise. The City retains the discretion to add duties or change the duties of this position at any time.