SEPTA is seeking a Customer Service Agent II to operate our commuter offices and provide critical support to riders. As a frontline representative, you will deliver accurate service information and respond to inquiries, ensuring a positive experience for our diverse customer base across the five-county region.
What You'll Do
- Operate Customer Service Commuter Offices at various locations.
- Conduct walk-around observations of terminals and report issues to appropriate departments.
- Provide accurate system information using personal computers, maps, and printed schedules.
- Meet and welcome customers outside of the Customer Service Office.
- Provide information and assist with Reduced Fare and senior citizen inquiries.
- Sign, store, and log lost and found items turned in by passengers and supervisors.
- Accept passenger complaints, review them for required detail, and enter them into the Customer Service Web form.
- Replenish schedule racks and stock inventory of schedules.
- Assist customers with SEPTA Key and fare kiosk inquiries and redirect them accordingly.
- Attend outreach events when needed.
- Comply with all Authority and departmental safety and security policies and procedures.
- Report any safety concerns, compromises, or hazards.
- Perform other duties as assigned.
What We're Looking For
- High school diploma or equivalent.
- Three (3) years of Customer Service experience.
- Must successfully complete a Customer Service Scenario test, Data Entry test, and Math test.
- Must successfully complete mapping and schedule reading tests during the interview.
- Ability to read maps, schedules, and other hard-copy transit reference materials.
- Ability and willingness to deal with a diverse group of employees and customers.
- Excellent verbal communication skills and telephone protocol.
- Excellent customer-friendly disposition.
- Familiarity with Authority rules and regulations and departmental office procedures.
Technical Stack
- Personal computer
- Telephone equipment
Team & Environment
Reports to a Customer Service Supervisor. Work is performed in satellite offices across the five-county service area.
Benefits & Compensation
- Compensation: Starting Rate of Pay: $25.22 | Top Rate of Pay: $33.63
- Comprehensive Healthcare Coverage – Medical, prescription, dental, and vision plans with little to no employee premiums.
- Retirement Security – Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan.
- Work-Life Balance – Paid parental leave, generous vacation time, and paid holidays.
- Employee Wellness – Access wellness programs and resources.
- Tuition reimbursement to support education and career advancement.
- Positions qualify for the Public Service Loan Forgiveness (PSLF) program.
- Free SEPTA Transportation Pass.
Work Mode
This is an onsite position in an office environment at satellite offices located throughout SEPTA's five-county service area.
SEPTA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
