Worksite Location: Tri-Rail Customer Service Call Center – Hialeah, FL

Summary: Handle customer interaction at various levels within the agency. Provide SFRTA/Tri-Rail customers with inclusive and accurate information about train services or related transit connections using communication methods such as telephone, fax, e-mail, mail and in person at public off-site events (surveys, outreach fairs, etc.).

Skills: Answer inbound calls in a professional and timely manner. Handle lost and found requests, customer complaints, passenger feedback, requests, injury/incident reports, station maintenance reports, station vehicle registrations, employee discount requests and other input, and log all such records. Provide accurate information regarding schedules, train status, connections, transit policies and procedures. Distribute surveys to passengers on the trains. Promote current website programs, contests, reward programs and promotions, while encouraging internet and agency website usage. Assist the Marketing Department with a variety of programs to ensure the agency’s continued growth/promotion (including, but not limited to, participation at off-site functions.

Requirements: High school diploma or GED plus a minimum of two years of previous customer service experience. Some college is preferred. Must have excellent oral and written English communication skills. Fluency in second language (Spanish) is preferred. Must be flexible, as hours of work may vary. This position requires the ability to work with a personal computer in a Windows environment. Proficiency in Microsoft Word, Outlook and PowerPoint, along with the ability to learn and utilize the South Florida Regional Transit Trip Planner, Train-Trac, Geo Focus, Google Transit, Streets & Trips and the Internet.

Worksite Location: Tri-Rail Train Yard – Hialeah, FL

Summary: This is skilled and supervisory mechanical work in the coordination and inspection of varied maintenance, repair and overhaul of DMU rail vehicles. Responsible for planning, scheduling, assigning and inspecting all phases of DMU rail vehicles maintenance work performed at repair facility. Emphasis of the work is on the efficient management of shop personnel, mechanical tools, parts and supplies. Supervision is exercised over subordinate mechanics. Independent judgment is required in coordinating the work in order to comply with DMU rail vehicles assignment schedules, however, operating rules and procedures specify the manner in which the work will be carried out. Overall performance is reviewed by the Operations Project Manager, Fleet Maintenance through observation of shop activities, review of operational reports and the continuing effectiveness of the maintenance operation. Assist and train mechanics in repairs, replace, and tests machinery, components, and systems related to the DMU rail vehicles by performing mechanical, electro-mechanical, hydraulic, and pneumatic activities. The position must be certified as a QMP (Qualified Maintenance Person) as per CFR 49 Part 238.109. This position also performs safety-sensitive functions and is subject to the provisions of the Federal Transit Administration (FTA) Drug and Alcohol Regulations.

Requirements: Associates degree or equivalent plus a minimum of three years of mechanical experience such as maintaining and repairing engines or heavy equipment and/or repairing chassis of heavy trucks or buses is required; OR must possess a Certificate of Completion in Advanced Automotive Technology, Heavy Duty Truck and Bus Mechanics or Heavy Equipment Mechanics from a Florida Department of Education Vocational School Certificate Program or comparable certification. Must possess a valid driver’s license. The position must be certified as a QMP (Qualified Maintenance Person). Performs safety-sensitive functions and is subject to the provisions of the Federal Transit Administration (FTA) Drug and Alcohol Regulations.

Summary: Project management of all daily operations of SFRTA’s Feeder Bus system provided by a contract operator. Project management of the system includes but is not limited to; contract compliance, responding to customer complaints, report generation and analysis, quality control inspections, schedule modifications and budget development.

Duties/Abilities: Monitor bus operations to ensure compliance with policies and procedures. Ensure contract compliance of activities related to dispatching and routing of buses. Conduct random bus inspections to ensure availability and functionality of equipment. Direct investigations to verify and resolve customer complaints. Responsible for the overall management of passenger feedbacks. Act as a liaison between the Customer Service Department and all other agency departments/ contractors and partners. Implement shuttle bus schedule changes. Coordinate and ensure implementation of non-scheduled additional service needs. Ensure implementation of policies, procedures, goals and objectives. Monitor project costs to ensure expenses do not exceed approved budget. Ability to work in outdoor environments. Ability to board and inspect a transit bus without assistance. Ability to lift objects up to 50 lbs. Must be able to stand for long periods and conduct walk-through on trains and buses. Must be able to repeatedly bend, twist, kneel, and stretch in order to conduct physical bus inspections.

Requirements: Bachelor’s Degree plus 3 years of related experience or any equivalent combination of related training and experience. Position requires the ability to work with a personal computer in a Windows environment and proficiency with Microsoft Excel and Word. Experience with Microsoft PowerPoint and Access is preferred. Requires a valid Florida driver’s license and a good driving record.