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Job Description
Marketing Statement
Ride BART to a satisfying career that lets you both: 1) make a difference to Bay Area residents, and 2) enjoy excellent pay, benefits, and employment stability. BART is looking for people who like to be challenged, work in a fast-paced environment, and have a passion for connecting riders to work, school and other places they need to go. BART offers a competitive salary, comprehensive health benefits, paid time off, and the CalPERS retirement program.
Job Summary
DEFINITION
Under general supervision, performs the more difficult or specialized clerical office administrative support, cash handling and customer service responsibilities for the District’s Customer Services Department; may provide lead direction or training to a group of clerks at management's discretion; and performs related duties as assigned.
CLASS CHARACTERISTICS
This classification is the paraprofessional level within the clerical series, and is the bridge between the clerical support classes and the professional class series within the Customer Services Department. While the primary work is administrative/clerical in nature, positions in this class require substantial customer service and retail cash handling expertise and applies extensive knowledge of District policies and procedures. Additionally, incumbents assist and support the professional staff with assignments and projects on a regular basis and resolve problems which have a significant impact on the overall goals and activities of the department. This classification is distinguished from the Customer Services Clerk in the former provides the more difficult or specialized customer service work, and may provide lead direction to a group of clerks.
DEPARTMENT
Customer Service
PAY RATE
SEIU Office Technician Pay Band 36
Grade Step 76: $34.26 to Step 99: $44.78
REPORTS TO
Department Manager, Customer Services or designee
DAYS OFF
Saturday and Sunday
WHO MAY APPLY
All current BART employees
CURRENT ASSIGNMENT
This announcement will be used to establish a pool of eligible candidates for vacancies that may occur within the next six (6) months.
The Customer Service Technician will be responsible for providing direct Assistance to BART customers at the Customer Services Center in the Lake Merritt station, and for projecting a positive image of the District to customers and callers. Additionally, this position will provide administrative support to Customer Services management utilizing MS Office and other computer applications including the Lightspeed Point of Sale (POS) application.
The Incumbent will count and balance point of sale system cash drawers, credit sales receipts and ticket inventory, update Excel worksheets and prepare daily reports for Accounting. They will have accountability for the accuracy of sales/transaction receipts balancing, resolving balancing issues. cash handling, deposit preparation, and assist with the monthly inventory of items sold at the Customer Services Center.
Working with the Lightspeed POS system the incumbent will also assist with adding new items to inventory, removing discontinued items, and pulling data as needed about merchandise sales, payments, and inventory.
The incumbent may also be asked to help CSC staff prepare for periodic “popup shops” where Railgoods merchandise is sold at various locations in the Bay Area. This includes helping with development of an inventory list prior to the event, packing merchandise for the event and then helping to reconcile the inventory after the event.
As with other members of the CSC team, the incumbent will be asked to work popup retail locations throughout the year. Some of these events will take place during normal work hours while others may take place in the evening or on weekends. These events ask staff to provide assistance as necessary with tasks related to the pop-up shops.
The incumbent will provide assistance and coverage as a cashier using the Lightspeed point of sale system at the service windows. They will sell, load and issue all types of Clipper cards, sell transit passes and BART company store (Railgoods) merchandise, explain BART operations and policies, and respond to common customer complaints and questions, referring more complex customer issues to the Comments and Complaints line at BART Headquarters. They will also process interdepartmental charges that allow BART departments to acquire merchandise for their employees and/or for company events.
In addition, the incumbent processes applications for the Clipper Regional Transit Discount Card for seniors and persons with disabilities, handles Bike Locker lease payments and deposits, provides backup documents to Accounting and Treasury and performs related duties as assigned.
Selection Process
This is a SEIU Local 1021 Bargaining unit position. However, All SEIU members must follow the "Bid Form Process", failure to comply will invalidate an employee's application.
The selection process will include a screening for minimum qualifications as listed in this posting and may additionally involve a skills/performance test, written exam, and/or a panel interview. Outside applicants will not be considered until all employees who have applied have been considered first.
Application Process
This is a SEIU Local 1021 Bargaining unit position. However, all full-time SEIU District employees must follow the "Bid Form" process and deposit their bids in the bid box. Failure to comply may invalidate the employee's bid. As actual vacancies occur, District employees on the internal eligibility list will be considered before outside candidates.
External applicants may only apply online, at www.bart.gov/jobs. Applicants needing assistance with the online application process may receive additional information by calling (510) 464-6112.
The Employment Office will screen Bid form applications and resumes against the minimum qualifications. Those candidates who meet the minimum qualifications will be referred to the hiring department for further consideration. The selection process may involve a skills/performance test, written exam, and/or a panel interview. Outside applicants will not be considered until all employees who have applied have been considered first.
All applicants are asked to complete the application in full, indicating dates of employment, all positions held, hours worked, and a full description of duties. Online applicants are invited to electronically attach a resume to the application form to provide supplemental information, but should not consider the resume a substitute for the application form itself.
Examples of Duties
Provides administrative support to Customer Services Management by preparing and updating reports and communications, and performing other related duties using computer applications, such as Microsoft Office suite and point of sale systems.
Provides direct customer service assistance at the retail customer services window on BART related services, including sales, schedules, RTC and Bike Locker program at the retail Customer Services Center.
Performs ticket, Clipper Card, and company store point of sale transactions; counts and balances cash drawers and credit sales receipts with accountability for accuracy; maintains and reconciles ticket inventory transactions; prepares ticket sales and other reports for District management review; and performs inventory on BART company store items.
Explains BART operations and policies, and responds to common customer complaints and questions, referring more complex customer services issues to the Complaints Office.
Organizes and maintains various departmental files; types correspondence, reports, forms, and specialized documents from drafts, notes, or brief instructions, using various computer applications; proofreads and checks typed and other materials for accuracy, completeness, and compliance with departmental policies and regulations.
Enters and retrieves data from an on-line or personal computer system.
Attends to a variety of office administrative details such as ordering supplies, arranges for the repair of equipment, transmits information, keeps reference materials up-to-date; and requests maintenance (as needed).
May provide lead direction, training and work review to a group of clerks at management's discretion.
Organizes work, sets priorities and follows-up to ensure coordination and completion of assigned work.
Processes “Tickets by Mail” orders, regional transit, Clipper Card applications, and ticket exchanges, including ordering pre-encoded tickets, preparing tickets for Treasury pick-up; requesting checks from Accounting; and responding to email order requests.
Administers bicycle rental program including maintaining inventory of lockers and keys, processes applications and refunds; notifies customers of upcoming renewals; and reports maintenance problems.
Minimum Qualifications
Education
Possession of a high school diploma, GED or recognized equivalent.
Experience
Four (4) years of (full-time equivalent) verifiable general clerical or office assistant experience including at least two (2) years of customer services and retail or banking experience, which must have included point of sale transaction experience.
Other Requirements
Must be able to work off-hour shifts as required. Must be able to lift boxes weighing up to 50 lbs.
Knowledge and Skills
Knowledge of:- Basic office practices and procedures, including filing, record keeping and the operation of standard office equipment.
- Correct English usage, including spelling, grammar, and punctuation.
- Basic business data processing principles and the use of spreadsheet and word processing applications.
- Business letter writing and the standard format for typed materials.
- Business arithmetic including compilation of basic statistical records.
- Customer services principles and practices.
- Basic methods of inventory or ticket control.
Skill/ Ability in:- Developing and maintaining effective working relationships with those contacted in the course of the work.
- Understanding and carrying out oral and written directions.
- Maintaining accurate records and files.
- Making accurate arithmetic calculations.
- Performing detailed clerical work accurately.
- Maintaining attention to detail despite interruptions.
- Communicating tactfully and effectively with customers.
- Operating point of sale (POS) systems and equipment.
Working Conditions
Environmental Conditions:
Office environment; exposure to computer screens.
Physical Conditions:
Requires maintaining physical condition necessary for sitting, standing, or walking for prolonged periods of time.
Equal Employment Opportunity GroupBox1
The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws.
The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least 5 days before your examination date at employment@bart.gov .
Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete/submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at www.bart.gov/jobs .
The San Francisco Bay Area Rapid Transit District (BART) prides itself in offering best in class benefits packages to employees of the District. Currently, the following benefits may be available to employees in this job classification.
Highlights- Medical Coverage (or $350/month if opted out)
- Dental Coverage
- Vision Insurance (Basic and Enhanced Plans Available)
- Retirement Plan through the CA Public Employees’ Retirement System (CalPERS)
- 2% @ 55 (Classic Members)
- 2% @ 62 (PEPRA Members)
- Reciprocity available for existing members of many other public retirement systems (see BART website and/or CalPERS website for details)
- 6.65% employer contribution up to annual maximum of $1,868.65
Closing Date/Time: 10/7/2024 11:59 PM Pacific -
ABOUT THE COMPANY
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BART (Bay Area Rapid Transit)
Show moreThe BART story began in 1946. It began not by governmental fiat, but as a concept gradually evolving at informal gatherings of business and civic leaders on both sides of the San Francisco Bay. Facing a heavy post-war migration to the area and its consequent automobile boom, these people discussed ways of easing the mounting congestion that was clogging the bridges spanning the Bay. In 1947, a joint Army-Navy review Board concluded that another connecting link between San Francisco and Oakland would be needed in the years ahead to prevent intolerable congestion on the Bay Bridge. The link? An underwater tube devoted exclusively to high-speed electric trains.
Since 1911, visionaries had periodically brought up this Jules Verne concept. But now, pressure for a traffic solution increased with the population. In 1951, the State Legislature created the 26-member San Francisco Bay Area Rapid Transit Commission, comprised of representatives from each of the nine counties which touch the Bay. The Commission's charge was to study the Bay Area's long range transportation needs in the context of environmental problems and then recommend the best solution.
The Commission advised, in its final report in 1957, that any transportation plan must be coordinated with the area's total plan for future development. Since no development plan existed, the Commission prepared one itself. The result of their thoroughness is a master plan which did much to bring about coordinated planning in the Bay Area, and which was adopted a decade later by the Association of Bay Area Governments (ABAG).
The BART Concept is Born
The Commission's least-cost solution to traffic tie-ups was to recommend forming a five-county rapid transit district, whose mandate would be to build and operate a high-speed rapid rail network linking major commercial centers with suburban sub-centers.The Commission stated that, "If the Bay Area is to be preserved as a fine place to live and work, a regional rapid transit system is essential to prevent total dependence on automobiles and freeways."
Thus was born the environmental concept underlying BART. Acting on the Commission's recommendations, in 1957, the Legislature formed the San Francisco Bay Area Rapid Transit District, comprising the five counties of Alameda, Contra Costa, Marin, San Francisco and San Mateo. At this time, the District was granted a taxing power of five cents per $100 of assessed valuation. It also had authority to levy property taxes to support a general obligation bond issue, if approved by District voters. The State Legislature lowered the requirement for voter approval from 66 percent to 60 percent.
Between 1957 and 1962, engineering plans were developed for a system that would usher in a new era in rapid transit. Electric trains would run on grade-separated right-of-ways, reaching maximum speeds of 75-80 mph, averaging perhaps 45 mph, including station stops. Advanced transit cars, with sophisticated suspensions, braking and propulsion systems, and luxurious interiors, would be strong competition to "King Car " in the Bay Area. Stations would be pleasant, conveniently located, and striking architectural enhancements to their respective on-line communities.
BART employees in the 1970s.
Hundreds of meetings were held in the District communities to encourage local citizen participation in the development of routes and station locations. By midsummer, 1961, the final plan was submitted to the supervisors of the five District counties for approval. San Mateo County Supervisors were cool to the plan. Citing the high costs of a new system-plus adequate existing service from Southern Pacific commuter trains - they voted to withdraw their county from the District in December 1961.
With the District-wide tax base thus weakened by the withdrawal of San Mateo County, Marin County was forced to withdraw in early 1962 because its marginal tax base could not adequately absorb its share of BART's projected cost. Another important factor in Marin's withdrawal was an engineering controversy over the feasibility of carrying trains across the Golden Gate Bridge.
BART had started with a 16-member governing Board of Directors apportioned on county population size: four from Alameda and San Francisco Counties, three from Contra Costa and San Mateo, and two from Marin. When the District was reduced to three counties, the Board was reduced to 11 members: four from San Francisco and Alameda, and three from Contra Costa. Subsequently, in 1965, the District's enabling legislation was changed to apportion the BART Board with four Directors from each county, thus giving Contra Costa its fourth member on a 12-person Board. Two directors from each county, hence forth, were appointed by the County Board of Supervisors. The other two directors were appointed by committees of mayors of each county (with the exception of the City and County of San Francisco, whose sole mayor made these appointments).
The five-county plan was quickly revised to a three-county plan emphasizing rapid transit between San Francisco and the East Bay cities and suburbs of Contra Costa and Alameda counties. The new plan, elaborately detailed and presented as the "BART Composite Report, " was approved by supervisors of the three counties in July 1962, and placed on the ballot for the following November general election.
The plan required approval of 60 percent of the District's voters. It narrowly passed with a 61.2 percent vote District-wide, much to the surprise of many political experts who were confident it would fail. Indeed, one influential executive was reported to have said: "If I'd known the damn thing would have passed, I'd never have supported it. "
The voters approved a $792 million bond issue to finance a 71.5 mile high-speed transit system, consisting of 33 stations serving 17 communities in the three counties. The proposal also included another needed transit project: rebuilding 3.5 miles of the San Francisco Municipal Railway. The new line would link muni streetcar lines directly with BART and Market Street stations, and four new Muni stations would be built.
The additional cost of the transbay tube -- estimated at $133 million -- was to come from bonds issued by the California Toll Bridge Authority and secured by future Bay Area Bridge revenues. The additional cost of rolling stock, estimated at $71 million, was to be funded primarily from bonds issued against future operating revenues. Thus, the total cost of the system, as of 1962, was projected at $996 million. It would be the largest single public works project ever undertaken in the U.S. by the local citizenry.
After the election, engineers immediately started work on the final system designs, only to be halted by a taxpayer's suit filed against the District a month later. The validity of the bond election, and the legality of the District itself, were challenged. While the court ruled in favor of the District on both counts, six months of litigation cost $12 million in construction delays. This would be the first of many delays from litigation and time-consuming negotiations involving 166 separate agreements reached with on-line cities, counties, and other special districts. The democratic processes of building a new transit system would prove to be major cost factors that, however necessary, were not foreseen.
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