Customer Service Assistant

Rail Customer Service

STARTING PAY: $13.03 PER HOUR Rate to be determine by applicant’s entered service date and service date in union jurisdiction of this classification.

Provides customer service and assistance at the highest level to transit patrons aboard vehicles and in and around transit facilities, and assists transportation personnel as required.

Maintains amiable relations with customers at all times. Interacts, communicates and effectively assists customers in normal and emergency situations.

Knows and understands the Authority’s transit system, fares, schedules, routes, transfer and connecting points and major points of interest in the Chicagoland area.

Provides special assistance to mobility limited patrons utilizing gap fillers and other aids as required to board and alight vehicles and ingress and egress facilities.

Has familiarization with basic information on rail cars to assist the rapid transit operator as needed.

Monitors, documents, coordinates and reports conditions to appropriate personnel in a timely manner.

Ensures the kiosk is adequately supplied with current editions of reports, forms, maps, brochures, schedules, etc. Notifies the Courier, supervisor or manager if supplies are needed. Disposes of all outdated versions of these materials.

Contacts Control Center in a timely manner to report all accidents, suspicious activity, disturbances, threats, fire, unusual occurrences or other emergencies and provides all related pertinent information.

Inspects fare media, transit cards, passes and ID cards for validity. Immediately reports invalid material to appropriate personnel.

Provides assistance in the evacuation of persons from CTA facilities and/or vehicles.

Routinely performs station inspections at the assigned station facilities to check cleanliness, equipment functionality and customer safety.

• May open and/or close stations as determined according to the shift assigned.
  

Maintains a thorough knowledge and understanding of the fare structure, the operation and features of the Automated Fare Collection equipment, fare instruments and of all rules and procedures governing fare collection.

• Advises customers who experience failed fare transactions to the nearest CSR or to Customer Service and monitors station turnstiles and TCVM?s for illegal activity.
  

Performs related duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS

Required to submit to and pass drug and alcohol testing as mandated by the Federal Transportation Administration.

Required to be at least 21 years of age.

Previous experience in a customer service preferred.

Required to maintain current Rail Safety Certification.

PHYSICAL REQUIREMENTS

Must be able to stand for extended periods of time.

Required to lift and deploy platform gap fillers (35 lbs. requirement), carrying platform gap fillers, and pushing wheelchairs on platform and within rail cars.

Required to climb stairs and balancing on board inspections; assistance of passengers.

Required to stoop to maintain station appearance, picking up debris, kneeling and crouching to clear faregate jams; from side of turnstile in 16′ aisle.

Required to reach and handle to maintain information boards and posting notices.

Required to perform duties with noise and vibrations from moving trains.

Required to speak and hear to provide information, greet customers, and listen for questions, comments, and special announcements.

Required to see near for pass verification and far for observing elevators, escalators and platform for customer safety and color vision to distinguish transfer markings, passes, route maps, etc. In cases of incidents, may be expected to perform the following:

Must be able to traverse subway, elevated, street level right-of-way and yards in various weather conditions.

Must be able to work around moving equipment and in proximity to 600 volt DC traction power.

KNOWLEDGE, SKILLS, AND ABILITIES

Required to possess a suitable temperament and disposition necessary for establishing and maintaining amiable relations with customers at all times.

Required to possess customer service experience or skills to provide outstanding customer service to customers.

Required to possess the skills necessary to effectively assist customers in normal and emergency situations.

Required to understand and follows oral and written instructions, accurately performs basic arithmetic operations, and be able to express one self’s clearly both orally and in writing.

Required to possess the skills necessary to prepare, write, and submit all pertinent reports concisely and accurately in a timely manner.

IT IS THE POLICY OF THE CHICAGO TRANSIT AUTHORITY THAT NOEMPLOYEE OR APPLICANT FOR EMPLOYMENT WILL BE DISCRIMINATED AGAINST BECAUSE OFRACE, COLOR, CREED, RELIGION, SEX, MARITAL STATUS, NATIONAL ORIGIN, SEXUALORIENTATION, ANCESTRY, AGE, UNFAVORABLE MILITARY DISCHARGE OR DISABILITY. CTA WILL MAKE REASONABLE ACCOMMODATIONS FOR THE KNOWN DISABILITIES OF OTHERWISEQUALIFIED APPLICANTS FOR EMPLOYMENT AS WELL AS ITS EMPLOYEES, UNLESS UNDUEHARDSHIP WOULD RESULT. IF YOU REQUIRE AN ACCOMMODATION IN THE APPLICATION ORHIRING PROCESS, PLEASE CONTACT ARC@TRANSITCHICAGO.COM PRIOR TO THE SUBMISSION OF YOURAPPLICATION OR UPON NOTIFICATION OF YOUR ACTUAL TEST DATE. CTA WILL WORK WITHYOU TO DETERMINE IF AN ACCOMMODATION CAN BE PROVIDED.