Terminal Leader

Customer Service Various, USA

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Description

Position at Long Island Rail Road

JOB INFORMATION
Title:                                    Terminal Leader
Department:                        Stations
Post Date:                           04/03/2025
Close Date:                         04/16/2025
Hourly Range:                     $59.37
Position Classification:        Safety Sensitive 
Location:                             Various
Reports to:                          Director of Stations Operations 
Union Affiliation:                 Transportation Communication Union (TCU)
 
SUMMARY
Responsible and accountable for terminal operations which includes ticket sales, cleaning and customer service along with coordinating building maintenance activities, within his/her jurisdiction. This manager is proactively involved with customers and civic and government officials to ensure timely responses to inquiries and suggestions. This position also coordinates and implements emergency action plans when required.
 
RESPONSIBILITIES
  • Manage daily cleaning activities at stations and LIRR facilities. Coordinate activities at stations with customer usage, other LIRR departments, local governments, third party vendors, contractors, other MTA agencies and civic groups.
  • Perform station/facilities inspections. Formulate station maintenance priorities.
  • Select, hire, develop, and motivate personnel within the department. Provide career development for subordinates.
  • Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review direct reports and approve performance appraisals. Promote safe work practices and provide safe working conditions. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
  • Ensure a safe working environment and adherence to guidelines of company safety policies and procedures. Lead by example.
  • Perform station/facilities inspections. Formulate station maintenance priorities. •
  • Responsible to ensure adequate staffing levels at ticket offices, customer service centers such as Information Offices, Lost & Found and for station cleaning personnel.
  • Perform other assignments as requested by Sr. Management.
  • Review Customer Service issues related to ticketing, cleaning and general information as they impact customers.
  • Manage station accounting practices & review sales data. Assist in developing/implementing written procedures for internal control for ticket stock and cash.
  • On-call requirements include rotations for weekend and holiday duty as well as after regular working hours
Qualifications: 
 
  • Bachelor’s degree in business, Transportation, or related field. Demonstrated, directly related, equivalent experience and education may be considered in lieu of the degree requirement, subject to approval. If selected, a condition of the promotion may be to obtain a degree within a specified time period as determined by the Department Head.
  • Must possess prior supervisory/management experience.
  • Must possess superior Customer Service skills.
  • Must possess experience in working in a customer related field.
  • Must possess extensive knowledge of professional cleaning methods, materials and equipment.
  • Must possess thorough knowledge of how to identify, evaluate and improve internal controls.
  • Must possess proficient PC skills of all Microsoft Suite applications.
  • Must possess basic knowledge of Accounting, Finance, and Public Relations.
  • Must possess a high degree of professional and personal integrity.
  • Must possess above-average ability to be versatile and adaptable to new situations on short notice.
  • Must possess human relations skills in addressing concerns of customers, local governments, agencies, other departments, employees, and union officials.
(B)
  • Knowledge of operating budget policy and procedures.
  • Knowledge of the Agents and Clerical Union Agreements and related Arbitration Awards.
  • Knowledge of OSHA standards and applications
 
Other Information  
In addition to meeting the minimum requirements of the position, the selection process may include but is not limited to a pre-screening assessment (i.e., physical, written and/ or practical evaluation) and interview. Candidates forfeit further consideration in the process if they fail to participate in any step of the process when scheduled. Make up dates/times will not be given. In addition, LIRR employee applicants must be in their current position for the 12 months immediately preceding the close date of this posting and must possess a satisfactory work history, including attendance and discipline record. A record of more than ten sick days without medical documentation in two of the last three years is considered unsatisfactory attendance.  Not all qualified applicants are guaranteed an interview due to the competitive selection process. A medical examination and safety sensitive drug/alcohol test may also be required. 
 
Equal Employment Opportunity  
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.  
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.  
  

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