Transportation Coordinator of Special Projects (Administrative)

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 card reconciliation and task tracking

·         Helpdesk submissions for malfunctioning APOS units and terminal/front desk equipment

·         Coordination of daily outgoing mail, including TD applications and related correspondence

·         Completes and submits monthly metrics for the PSTA Board Report (e.g., number of Infoline calls, average call time, hold time, online pass orders, TD inquiries, and application mailings)

·         Assists with the monitoring and support of the Real-Time Information System. If prior knowledge of HASTUS DDAM and CleverCAD playback systems is not known, training and guidance will be provided to develop these skills for researching service disruptions, delays, or incidents.

·         Supports the development and communication of major detour alerts and stop closure signage during special events or roadwork impacting service routes

·         Stays current on service updates, detours, new route launches, and operational changes to maintain situational awareness and support internal communications

·         Has the ability to learn and assist with union bid processes, including accurate data entry and submission of final bids using the BidWeb platform

ADMINISTRATIVE AND SOFTWARE RESPONSIBILITIES

·         Assists in entering updated employee data and information in various databases.

MINIMUM QUALIFICATIONS

·         Education: High School diploma or G.E.D.; supplemental education or training in management, public administration, or transportation preferred.

·         Experience: Minimum of five (5) years in public transportation fixed-route operations or an equivalent combination of experience; plus, at least two (2) years in supervisory or management roles.

·         License: Must possess or be able to obtain a valid Florida Commercial “Class D” Driver's License.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of: Transit operations, administrative systems, data platforms like IssueTrak and CleverCAD, complaint management workflows, and project support best practices.

• Prior mastery of transit operations, administrative systems, and platforms like IssueTrak and CleverCAD is not required. PSTA is willing to provide training and guidance to build proficiency in complaint management workflows and project support tools.

• Skilled in: Written and verbal communication, data entry, Microsoft Office Suite, video review, and interdepartmental collaboration.

• Ability to: Exercise sound judgment; provide responsive and respectful customer service; manage multiple priorities; establish productive working relationships; and step into cross-trained roles with flexibility and initiative.

PERFORMANCE STANDARDS

• Quality of Work - Produces accurate, thorough, and high-quality work, following applicable instructions  

• Customer Focus - Provides excellent customer service to internal and external customers           

• Communication - Communicates clearly and effectively with colleagues and stakeholders           

• Teamwork/Interpersonal Relationships - Works and collaborates with others respectfully and productively; contributes to a positive environment      

• Productivity/Time Management - Effectively manages time and resources to meet deadlines and achieve goals; takes appropriate initiative to complete tasks and resolve issues without guidance      

See Job Description