Transit Customer Services Dispatcher

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.

Varies Monday through Saturday.

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.

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.

• 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.

• 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…