Transportation Coordinator of Special Projects

BASIC PURPOSE

·         Provides key administrative and operational support to the Transportation department.

·         Serves as the principal administrator for PSTA’s IssueTrak system and lead investigator for operations-related complaints, while also contributing to special projects, data reporting, and customer information systems.

·         Offers back-up and cross-functional support to both the Transportation Administrative Coordinator and the Operations Administrator.

PRINCIPAL RESPONSIBILITIES

·         Serves as the key administrator for IssueTrak, PSTA’s incident, complaint, accommodation, and events management platform, including adding, removing, and updating users, and ensuring appropriate routing and documentation of complaints and service requests.

·         Leads the initial video investigation process for operations-related complaints to identify involved parties, review incidents, and summarize findings for Transportation management to determine appropriate corrective actions.

·         Provides general and administrative support for special projects and transportation assistance reports, helping gather, organize, and submit data or documents as needed.

·         Acts as a cross-trained back-up for both the Transportation Administrative Coordinator and the Operations Administrator, learning critical functions of both roles and assisting during absences or times of increased demand.

·         Co-manages the internal and public-facing functions of the Flamingo fare system, including troubleshooting, complaint resolution, contractor coordination, and marketing support.

·         Supports farebox keystroke management, including updating fare designations, coordinating with departments to analyze fare data, providing familiarization training for operators, and supporting hardware/software updates with Maintenance.

·         Performs major non-managerial functions for the Customer Service department, such as reconciliation tasks, Helpdesk requests, and equipment troubleshooting.

·         Completes monthly Board Report data submissions, including statistics related to Infoline calls, customer service metrics, and TD services.

·         Assists with Real-Time System interfaces and playback tools for incident research, as well as generating detour signage and customer notices during reroutes or special events.

·         Keeps informed on all service changes, detours, operator schedule adjustments, and other developments impacting transit operations.

·         Performs additional duties and special assignments as requested by the Superintendent, Deputy Director, Director of Transportation, or Chief Operating Officer.

GENERAL RESPONSIBILITIES

·         Performs core non-managerial administrative functions for the Customer Service Department, including:

·         Flamingo c...