An incumbent in this class provides assistance to the Tolls Sergeant at a Delaware Toll Plaza. In the absence of the supervisor, incumbents may be required to serve as shift supervisor of 16 to 20 Toll Collectors.
Nature and Scope
An incumbent is responsible to the Toll Sergeant on an assigned shift at a Delaware Toll Plaza and may, in his/her absence, serve as shift supervisor. Employees are responsible for training Toll Collectors and when required, may operate a toll booth to meet traffic demands. Incumbents are trained in the same areas as Toll Sergeants and serve as full and functional assistants. In addition to the duties of the Toll Collector, incumbents must be able to assume the duties of the Tolls Sergeant with relatively little notice. They deal with a variety of stressful situations handling hostile or irritated motorists, telephone calls, accidents, etc. Although incumbents primarily work in the office, they are subject to the same environmental conditions as the collectors due to the fact that they rotate during their shifts.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Provides full and functional assistance to Toll Sergeants on an assigned shift. This includes not only being able to perform the duties of a collector but of assuming the sergeant's duties in his/her absence.
Trains collectors in toll booth and toll operations.
Makes adjustments to toll computers, handles motorist complaints, explains toll policies and procedures, answers telephone and intercom, responds to accidents and other emergency situations, and administers CPR as required.
Completes toll reports for their shift, including deposit and time logs, and unusual occurrence reports.
Serves as key informational resource in advising customers about available toll programs.
Provides assistance to Toll Collectors as required, e.g. gives change, helps with irate motorists, handles accidents and emergencies, etc.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of basic mathematical calculations (addition, subtraction, multiplication and division) and denominations of U.S. and Canadian currency.
Knowledge of vehicle classifications by types and axles.
Knowledge of Delaware toll reports and administration procedures for dealing with a wide-variety of situations to include normal and abnormal situations (accidents, medical emergencies, adverse weather, etc.)
Knowledge of the various toll programs.
Knowledge of toll policies and procedures.
Skill in cash accounting techniques and toll computer operations.
Skill in basic first aid techniques and cardio-pulmonary resuscitation (CPR).
Ability to handle a wide variety of stressful situations to include accidents, medical emergencies, hostile and/or irate motorists, adverse weather conditions, shortage of collectors, etc.
Ability to coach, counsel and motivate others.
JOB REQUIREMENTS for Toll Corporal Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
Six months experience in applying laws, rules, regulations, standards, policies and procedures.
Six months experience in math such as addition, subtraction, multiplication, division, percentages, or decimals.
Six months experience in working with money and making change.
Six months experience using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.