City and County of San Francisco

Passenger Service Specialist (#9135)

$34.03-$41.38 Hourly / $5,898.00-$7,172.00 Monthly / $70,772.00-$86,060.00 Yearly


Definition

Under general direction, is responsible for the administration of the Municipal Railway Passenger Service Report System; receives, analyzes, and maintains service, equipment and personnel performance information and distributes analyses to administrative, transit safety and other technical operations personnel; consults with management on data trend results; makes recommendations for service adjustments or changes; supervises subordinate staff in the maintenance and day-to-day operation of the Passenger Service Report System; and performs related duties as required.

Distinguishing Features

This single-position class is responsible for the administration and maintenance of a combined data base/Passenger Service Report information analyses system and supervision of the supporting personnel. This position differs from the Senior Transit Information Clerk position in that it requires a general knowledge of technical transit operations and the use of data processing skills.

Examples of Important and Essential Duties

"The class specification shall be descriptive of the class and shall not be considered as a restriction on the assignment of duties not specifically listed." (CSC Rule 7)

1. Receives, acknowledges and responds to passenger and public complaints, inquiries and commendations from patrons; researches, investigates, and notifies appropriate authorities in service delivery problem situations.

2. Responds verbally or in writing to requests for information from city or transit officials, departments, or commissions regarding Muni service or operating personnel.

3. Analyzes, interprets, verifies and makes recommendations on data for management use in developing and implementing policy and/or changes in transit services.

4. Defines, develops and implements the Passenger Service Unit work plan, standards, goals and objectives; and assembles, selects and organizes staff and equipment.

5. Directs and trains staff in all work procedures, methods and patron response techniques.

6. Represents the Muni before PUC and Muni staff, other city officials and departments regarding Passenger Service or Passenger Service response procedures.

Knowledge, Skills and Abilities

Knowledge, Abilities, and Skills: Knowledge of: technical transit operations and administration; applicable laws, rules and regulations pertaining to services provided by the municipal transit system.
Ability to: Plan, direct and supervise the work of subordinate employees; communicate effectively orally and in writing; meet and deal tactfully with the general public and other departmental personnel; understand and use computer data systems.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

CLASS: 9135; EST: 1/1/1900; REV: 1/1/1900;