Surveillance Operator (Overnight Shift)

Job Id: 260307

Position: Surveillance Operator / Toll Operations Specialist

Pay: $18 per hour

Schedule:

9:00 PM – 5:30 AM – Thursday Friday Saturday Sunday (approximately 32 hours per week)

OR

9:00 PM – 5:30 AM – Friday Saturday Sunday Monday (approximately 32 hours per week)

• Shits will be scheduled based on business need

• Additional shifts may be available to be picked up depending on need

Overview of Regional Tolling Operations

As part of a seven-member team who collectively provide 24/7 support for the South Bay Expressway the Toll Operations Specialist will monitor traffic flow roadway safety and toll revenue collection. This Toll Operations Specialist is assigned the following shift times:

Job Responsibilities

This position is ideal for an individual with an interest in contributing to the delivery of a safe and secure setting and who has an interest in working in an operational environment. Examples of primary responsibilities include:

• Constantly monitor multiple video display terminals within the Toll Operations Center (TOC) to observe toll road traffic surrounding buildings and nearby roads; identify and verify incidents or conditions such as auto accidents breakdowns or debris in the lanes that may disrupt traffic flow.

• Monitor the safety and security of employees during their interactions with customers and during the performance of maintenance activities; follow standardized protocols and procedures in responding to emergency situations; participate in the review of safety procedures in support of toll road operations.

• Monitor and receive information from Caltrans regarding freeway incidents and/or lane closures due to construction and maintenance activities.

• Initiate and coordinate incident response strategies such as dispatching emergency personnel or maintenance personnel; communicate with key Toll Operations staff the local Caltrans office and emergency response agencies such as the California Highway Patrol (CHP) and local police departments.

• Follow established Standard Operating Procedures (SOP) to respond to incidents and conditions on the toll road; coordinate with and support Toll Operations team members as they respond to incidents in the field; communications are typically via radio e-mail and phone.

• Utilize computer monitoring tools to identify and report failing or failed systems and coordinate with maintenance team members for repair; prepare written reports that document the occurrence of incidents on the roadway or at the operations center.

• Provide remote support to customers using toll payment equipment at roadway on and off ramps.

• Assist with shift transitions for Toll Attendants; coordinate communication and safety procedures for attendants as they move between toll booths and the cash room.

• Support Toll Attendants in their job duties by responding to questions and requests for assistance.

• Perform cash handling and monitoring duties in support of revenue collection functions; prepare cash trays and cash storage; perform vault and cash tray audits.

• Maintain a working knowledge of the geographic layout of buildings and related facilities to efficiently and effectively respond to alarms and/or unusual situations.

• Gather and compile data related to toll road traffic and other operational activities for inclusion in records and reports.

Experience and Qualifications

We are searching for a candidate with experience related to security operations revenue handling and customer service. Excellent communication skills and the ability to work collaboratively are important.

The minimum education training and experience qualifications include a high school diploma or equivalent and two years of experience in transportation operations public safety cash handling customer service or a related field.

The following information describes the specific types of career experiences that are most relevant to this position:

• The candidate selected for this position must successfully pass a pre-employment criminal background check. 

• Ability to operate a complex computer-aided information reporting and dispatch system with sufficient speed and accuracy to document field activity and coordinate the execution of prescribed response plans; familiarity with emergency dispatch procedures is highly desirable.

• Ability to extract information or data from multiple video displays or computer monitors which dynamically update; ability to view multiple monitors for extended periods of time.

• Ability to accurately enter or revise information into a computer system while simultaneously receiving information by telephone radio or other sources.

• Demonstrated ability to quickly analyze situations and respond effectively in emergencies or a fast-paced environment.

• Ability to accurately relay details in a clear and concise manner both verbally and via keyboarding particularly during times of high stress.

• Demonstrated knowledge of fundamental traffic and transportation principles.

• Experience performing accurate currency counting and reconciling cash with corresponding receipts; ability to audit cash trays for accuracy.

• Ability to prepare reports that document the occurrence of roadway and office incidents related to collisions system problems customer interactions daily reporting maintenance records and/or other events as described by Standard Operating Procedures.

• Familiarity with the maintenance of electronic computing and communications equipment software and other electro-mechanical peripherals.

• Excellent telephone etiquette and customer service skills; effective and professional verbal communication skills including outstanding articulation.

• Ability to work in a highly structured environment where communications and actions are recorded.

• Excellent time management and organizational skills and the ability to prioritize multiple tasks in a fast-paced environment; ability to exercise good judgment and work independently.

• Capacity to establish maintain and foster cooperative working relationships with those contacted in the course
  of work.

• Working knowledge of the Windows computer operating system and experience using the Microsoft Office Suite other PC-based applications and conducting research on the Internet; experience with Computer Aided Dispatch (CAD) systems is highly desirable.