What is the primary role of SEPTA’s Customer Service?

The primary role of SEPTA's Customer Service is to assist passengers with inquiries and resolve issues related to transit services. This function is crucial as customer service representatives act as the frontline for interacting with riders, providing essential information about schedules, routes, fare options, and other related services. They address concerns, troubleshoot problems, and ensure that passengers have a positive experience while using SEPTA’s transit systems. By resolving issues and answering questions, customer service plays a vital role in maintaining a smooth flow in transit operations and enhancing overall rider satisfaction.

While training new employees, promoting advertising campaigns, and designing new routes are important tasks within the organization, they are not the primary focus of the Customer Service department. Instead, these responsibilities fall under different teams within SEPTA that specialize in training, marketing, and planning, respectively. Customer Service's dedicated role emphasizes the importance of direct communication and support for riders, ensuring their needs are met efficiently.