Toll Collection Assistant Supervisor

at  City of Chesapeake

JOB DESCRIPTION

Toll Collection Supervisors are essential personnel responsible for managing toll collection activities of eight to fourteen Toll Plaza lanes and directly supervise Toll Collectors and Toll Collection Assistant Supervisors, part-time employees, and Temps at the Chesapeake Expressway, which operates 24 hours per day, 7 days per week, 365 days per year.
Toll Collection Supervisors are typically assigned to oversee and assist with all three shifts. Floating Toll Collection Supervisors work Friday through Monday are scheduled 10-hour workdays, but schedules are subject to change to meet operational needs.

Toll Collection Supervisor’s duties and responsibilities include but are not limited to the following:

• Schedule staff and create lane assignments to ensure that the appropriate number of lanes are open to meet traffic demands in a safely.
• Promote and ensure quality customer service, which may require interaction with difficult customer service situations.
• Promote and ensure the safety of all staff members and customers.
• Train and direct employees on all policies and procedures.
• Update and distribute materials and operating manuals.
• Evaluate subordinates’ performance and provide constant feedback.
• Counsel subordinates on disciplinary actions as needed and document such occurrences.
• Maintain change fund accurately and keep funds secure.
• Prepare, distribute and collect individual toll collector change funds, including delivering change to toll booths.
• Monitor the toll facility and grounds constantly for unusual occurrences, safety concerns, traffic and unauthorized personnel.
• Monitor Milestone (surveillance system) and ARCS/RTM (toll system) for statuses and potential issues.
• Troubleshoot and make necessary adjustments to equipment, includes repositioning toll gates.
• Inspect the plaza and roadway for debris and remove debris, includes placing/removing cones and barrels.
• Access, print, evaluate reports and prepare reports, including accident/incident reports, performance reports, traffic reports and other reports as requested.
• Use Kronos (timekeeping system) to enter schedules, enter adjustments and comments, grant or deny time off requests, review leave accruals and approve timecards.
• Track and report time worked by temporary staff.
• Ensure that all emergency conditions (injury, damage to property, fire, medical, etc.) are handled immediately and safely and reported to the appropriate parties.
• Provide notification and reports to management regarding operations, unusual occurrences, personnel issues, traffic flow, emergency situations, etc.
• Assume additional responsibilities/duties as required by management.

In addition, Toll Collection Supervisors must possess strong written and oral communication skills and strong organizational skills. Toll Collection Supervisors must also be able to climb stairs, move around the toll plaza and are required to safely perform their duties around fast-moving vehicles and other hazards.
The City of Chesapeake offers an exceptional range of benefits. Please browse our Benefits Brochure, for a full list of benefits and employee perks.

REQUIRED QUALIFICATIONS

VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires high school diploma or GED and any combination of education and experience equivalent to satisfactory completion of one year of college education.
EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/education standards, this class requires a minimum of six months of related, full-time equivalent experience.
SPECIAL CERTIFICATIONS AND LICENSES: Requires a valid driving license and a driving record in compliance with City Driving Standards.
SPECIAL REQUIREMENTS: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies.

PREFERRED QUALIFICATIONS

• Preferred Qualifications One (1) year of supervisory experience
• Cash handling experience
• Experience developing schedules for multiple employees and multiple shifts
• Experience in Toll Operations preferred
  Posting Detail Information

IF OTHER, DESCRIPTION

Roadway Conditions/Hazards, including vehicle accidents.
Environmental Factors
D = Daily W = Several Times Per Week M = Several Times Per Month S = Seasonally N = Never

IF OTHER, DESCRIPTION

Irate Customers, Lost Customers, Risk of Robbery

Toll Collection Supervisor’s duties and responsibilities include but are not limited to the following:

• Schedule staff and create lane assignments to ensure that the appropriate number of lanes are open to meet traffic demands in a safely.
• Promote and ensure quality customer service, which may require interaction with difficult customer service situations.
• Promote and ensure the safety of all staff members and customers.
• Train and direct employees on all policies and procedures.
• Update and distribute materials and operating manuals.
• Evaluate subordinates’ performance and provide constant feedback.
• Counsel subordinates on disciplinary actions as needed and document such occurrences.
• Maintain change fund accurately and keep funds secure.
• Prepare, distribute and collect individual toll collector change funds, including delivering change to toll booths.
• Monitor the toll facility and grounds constantly for unusual occurrences, safety concerns, traffic and unauthorized personnel.
• Monitor Milestone (surveillance system) and ARCS/RTM (toll system) for statuses and potential issues.
• Troubleshoot and make necessary adjustments to equipment, includes repositioning toll gates.
• Inspect the plaza and roadway for debris and remove debris, includes placing/removing cones and barrels.
• Access, print, evaluate reports and prepare reports, including accident/incident reports, performance reports, traffic reports and other reports as requested.
• Use Kronos (timekeeping system) to enter schedules, enter adjustments and comments, grant or deny time off requests, review leave accruals and approve timecards.
• Track and report time worked by temporary staff.
• Ensure that all emergency conditions (injury, damage to property, fire, medical, etc.) are handled immediately and safely and reported to the appropriate parties.
• Provide notification and reports to management regarding operations, unusual occurrences, personnel issues, traffic flow, emergency situations, etc.
• Assume additional responsibilities/duties as required by management