Transit Customer Services Dispatcher

Responsibilities

• Create, maintain, and monitor computerized driver manifests, schedules, client data, routing status, and progress.
• Provide general direction to transit vehicle operators.
• Respond to service requests from the public.
• Provide information and services to passengers and the public.
• Operate communication equipment, including two‑way radios and telephone systems.
• Utilize computer dispatching and scheduling systems.
• Handle customer‑service duties such as fare media sales and answering general inquiries.
• Receive multiple incoming calls requesting, canceling, or changing scheduled transportation services.
• Determine eligibility of requested service and enter passenger data, locations, agency, and other applicable information.
• Communicate with deaf citizens via teletype response‑back systems and utilize translation services as needed.
• 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.
• Dispatch transit units according to established procedures.
• Respond to employee and passenger concerns and forward them to a supervisor.
• Operate specialized computer records/dispatch systems and ensure vehicles are properly assigned in tracking systems.
• Coordinate calls and relay information via radio and telephone to assist transit units and the public.
• Maintain electronic, hard‑copy, and paper logs, records, and files related to dispatching activities.
• Perform record‑keeping, filing, indexing, and other general clerical work.
• Understand and utilize specialized software to achieve scheduling and dispatching efficiency and accuracy.
• Assist in training new dispatchers.
• Provide assistance to the public via telephone, front counter, and electronic communication regarding general information or services.
• Process payments for fare purchases or other items and record them 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.
• Communicate the abilities and limitations of the transit system clearly.
• Assist with transit system reception duties.
• Reconcile daily cash fare sheets to cash/checks collected in paratransit service.
• Count and record cash fares collected via fixed‑route service.
• Invoice or reconcile 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.
• Perform 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.
• Strong interpersonal skills.
• Ability to multi‑task in a fast‑paced environment.
• Successful completion of 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 operations.

Pay

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 depend on the applicant’s education, experience, and training.

Schedule

Work schedule varies Monday through Saturday.