| Detailed Description: |
This recruitment is open to current University of San Diego employees only. Only current USD employees are eligible to apply and be considered for this position.
The Mobility Services Assistant position ensures Mobility Services provides a high quality “First and Last(ing)” impression to students, staff, and guests to the campus. This role is responsible for developing and implementing programs and services to support the overall quality of the guest experience with transportation and mobility on the campus. The position provides excellent customer and dispatch services to the campus mobility department. Works with a variety of departments to promote the Mobility Services’ image in a positive and community-oriented way. The position will set up internal community events, such as fairs and presentations, and other community events in order to engage Mobility Services with the University Community. The duties demand a high level of responsibility, organization, and responsiveness. The representative operates a variety of communication systems including two-way radio, telephone, e-mail, computer mobile dispatch, Event Management System (EMS), monitoring staff and route schedules, executing special events, and reviewing vehicle GPS logs for accuracy.
This position responds to guests and department inquiries about Mobility Services and enhances the overall rider experience. Coordinates delivery of service to campus and external special events and assesses service quality. Works with the director to establish special event fees and generate revenue from external sources while determining how to best balance service on the main campus and support special requests. Works collaboratively with the Fleet Safety Supervisor and communicates concerns about quality of service to the Director.
Provides effective training presentations to staff as needed. This position requires excellent customer service skills and the ability to work independently to solve problems. Follows departmental rules and exhibits a strong ability to multi-task and manage priorities and functions.
Duties and Responsibilities:
Mobility Services Operations
- Act as the primary team member responsible for GPS live-tracking application to direct tram drivers and ensure efficient service to the campus and special events. Utilize Smarter City Solutions parking application to review information related to permits and citations.
- Implement a defined tram driver schedule including communicating driver breaks, route changes, and directions from department supervisors.
- Ensure drivers are equipped with information about important activities on the campus that may impact service delivery. Provide direction as needed to ensure continued success.
- Provide direct and constructive feedback to drivers about efficiency and guest feedback.
- Direct tram drivers to ensure scheduled routes are maintained.
- Learn and serve the campus parking and traffic flow to ensure routes are adjusted to the regular campus schedule and special events.
- Document and summarize tram GPS data and route information as requested.
- Ensure accuracy and consistency of Tram Services communication to campus including route signage, USDMobile App, website, email and phone.
- Able to drive a 14 passenger eco-shuttle when requested due to driver shortage or increased riders. Serve as backup eco-shuttle driver, covers for scheduled and unscheduled eco-shuttle routes as needed.
- Generate event scheduling reports and communicate information to the evening PM Lead Driver about events, unique situations, routes and other information needed to deliver a high-quality evening transportation experience.
- Assists Tram Fleet Supervisor with managing daily operations, correspondence, responding to guest concerns, and completing projects and programs.
- Provide direction to student dispatchers about their role in performing dispatch duties.
- Support Parking Services office periodically in the event of high work volume or staff absence.
Community Relations and Communications
- Coordinate with other departments to ensure accurate and consistent information is being conveyed about Mobility Services on the campus.
- Seek out opportunities to improve relations and communication with various people and organizations, both on and off campus.
- Plan and execute for internal events such as Alcala Bazaar, Commencement, New Student Orientation, employee engagement programs, etc. to promote parking and tram services.
- Communicate parking information with the campus community and external guests.
- Demonstrate excellence in customer service to both internal and external audiences; display a high level of effective communication, both in writing and public speaking.
- Establish and maintain familiarity with campus buildings and key departments such as the location of various academic programs and student services. Respond to guest parking questions.
- Work outdoors to perform guest relations activities such as greeting riders, informing riders of wait times, parking, and implementing activities or passive programming in collaboration with the director.
- Support the director in responding to community feedback by providing essential information to help respond to concerns and improve service.
- Serve as backup Parking Services Greeter as needed.
Special Event Management
- Continuously identify and plan for special event opportunities with a focus on the summer session to generate revenue for the department.
- Perform year-round coordination for the delivery of special event service by confirming reservations, executing agreement, collecting feedback on service, and processing tram billables to close out a special event.
- Communicate special event expectations to drivers verbally and in writing. Ensure drivers have all necessary information to execute the event.
- Continuously partner with departments that host special summer programs (Summer Conferences, Academic Camps, Athletics, etc.) to help address transportation needs of external guests.
- Support revenue generation through special event agreements with external guests during the summer.
- Assist the director in setting priorities among competing interests and requests for transportation service.
- Identify ways to improve marketing and awareness of Tram Services and their support for external or special events.
- Ensure special event follow up to assess service and retain future services.
Support to the Director
- Propose new ideas to improve service and community relations.
- Develop and deliver customer service or other training to the tram driver team.
- Implement initiatives to cultivate a positive team atmosphere where members feel they belong and are valued.
- Coordinate events calendar for the director.
- Effectively share communication between director and drivers.
- Organize onboarding of new drivers to include non-vehicle operations tasks and information.
- Perform tasks as requested by Parking Services such as creating signage and preparing for campus reservations.
- Works with the director and Fleet Supervisor to prepare for annual DMV audits.
- Support special projects assigned by the director.
Certificates, Licenses, Registrations:
- Must possess a valid California Driver’s license.
Tools and Equipment Used:
- A personal computer using Windows environment, various and specialized software applications (spreadsheet, word processing, database, graphic presentations, Passion Go, 2-way radio, Excel.
- Position requires driving a university golf cart, university vehicle, and/or 14-person eco-shuttle cart.
Special Conditions of Employment:
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
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| Job Requirements: |
Minimum Qualifications:
- High school diploma or GED (General Education Diploma) equivalent.
- Minimum two years of experience in a customer service, administrative, or related role.
- Must possess a valid California Driver’s license.
- Proficiency with Software applications, including Microsoft, Excel, and Gmail.
Preferred Qualifications:
- Bachelor’s degree.
- One or more years of experience in a dispatcher role.
Performance Expectations - Knowledge, Skills and Abilities:
- Ability to uncover the important and relevant information about a problem through effective customer interface, conversation, and questioning and dispatch appropriately. Ability to build and maintain customer relations through a professional approach to handling customer service needs and problems.
- Ability to analyze situations and problems, identify issues and make effective decisions or recommendations within established procedures. Ability to communicate sound judgment and respond quickly to sensitive and urgent situations.
- Demonstrated ability to work efficiently in a busy, service-oriented atmosphere with frequent interruptions, varied work assignments, and fluctuating priorities and while meeting deadlines Ability to work with staff personnel in a positive, team-oriented manner.
- Excellent communication skills including tact, confidentiality, diplomacy, and flexibility, excellent telephone manners in handling a variety of calls.
- Proven communication skills, verbally and in writing, including knowledge of correct English grammar in order to compose letters and emails.
- Ability to maintain acceptable work habits, demeanor, attention to detail, punctuality, and regular attendance.
- Must be friendly and personable; mature, positive attitude; a team player.
- Must possess a high level of initiative to seek out opportunities for improvement within the department. May be assigned overtime or alternate work schedules.
- Models USD values and student-centered approach to service.
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