Customer Service Agent​/Traffic Checker - Grade 4

This position will be posted from March 4, 2026 to March 17, 2026 by 4:00pm. Must be able to pass a drug and alcohol test and a background check. DRPA and PATCO are subject to federal law, under which marijuana continues to be illegal. Must be able to pass a proficiency examination that addresses all of the required knowledge.

This position provides daily direction and communication to PATCO customers and continually evaluates processes and procedures to ensure a high level of quality customer service. Assists in short‑term planning needs by estimating the number of passengers on trains at specific times as input to the establishment or adjustment of train service and schedules for regular service, holiday service and schedules for special events.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the duties, responsibilities, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Authority will adhere to all applicable laws and regulations in assessing an employee's ability to carry out or otherwise meet the job requirements set forth herein in a satisfactory manner.

• Assists customers with fare collection equipment problems via the call‑for‑aid phones, reports and documents defects and repairs of fare collection equipment on the appropriate forms, and takes independent action to normalize and minimize potential inconvenience to customers using PATCO.
• Assists customers with PATCO‑specific schedule information, general PATCO system information, and information on other transit systems (NJ Transit, SEPTA, etc.).
• Utilizes PATCO’s CCTV system to observe customers using the fare collection system.
• Performs traffic checks to ensure the level of service provided to customers meets PATCO’s standards.
• Analyzes ridership data to verify that the level of service matches demand by estimating the number of passengers on trains at specific times, ensuring that actual capacity is not greater than 110 % of seat capacity offered, and making adjustments as required.
• Answers and directs all telephone calls to the appropriate department/individual, and records sick calls and individuals reporting in/out of the Revenue Rooms.
• Refs complaints regarding PATCO’s system to the appropriate department for handling and documents them on the Record of Customer Service form.
• Documents reported claims of personal injury or property damage occurring on PATCO property.
• Provides support for all Dispatchers as directed.
• Makes announcements using PATCO’s public address system to communicate with employees and customers.
• Responds to calls on PATCO’s emergency phone line, notifies PATCO Police and other emergency response personnel as directed by the Dispatcher, and communicates with outside police, fire and rescue personnel as required. Also responds to calls from PATCO elevator phones regarding elevator malfunctions and emergencies.
• Sorts and addresses mail, ensuring all forms are sent to the appropriate department and/or individual.
• Responsible for all information contained in the CSA Standard Operating Procedure Book, Recent File, Special Schedule Clips, and the Center Tower Bulletin Board.
• Assists in maintaining a safe and secure work environment by participating in required training, recognizing and reporting hazards and suspicious activity, and using all required personal protective equipment.
• Assists in training newly hired Customer Service Agents.
• Performs other related duties as required and assigned.

• Safety:
  We promote safety in all we do. Our commitment to the safety of our customers and employees is paramount.
• Integrity:
  We are committed to the highest level of ethical conduct, personally and corporately.
• Customer Service:
  We deliver the best, highest quality service to our customers because they are our primary concern.
• Quality:
  We value and recognize quality performance and strive for the highest quality in all we do.
• Teamwork:
  We work as a team and…