Occ. Code 6423400

SERVICE AREA REPRESENTATIVE, NS

6423400

SUPERVISING SERVICE AREA REPRESENTATIVE, NS

6423410

 

New York State Department of Civil Service

Classification Standard

BRIEF DESCRIPTION OF CLASS SERIES

          Positions in this class inspect or supervise the inspection of Thruway restaurants, service stations and related facilities. These positions prepare reports on practices and policies concerning a variety of areas such as food service quality, fuel service quality, sanitation, retail sales, gift shops, tourist information centers, and farmers markets. These positions investigate and resolve customer complaints at assigned Thruway service areas and monitor food, fuel, and product pricing for contract compliance.

         

          These positions are only classified at the Thruway Authority.

 

DISTINGUISHING CHARACTERISTICS

         

          SERVICE AREA REPRESENTATIVE: full performance level; inspects and observes assigned Thruway service stations, including food service facilities and all interior and exterior station grounds.

         

          SUPERVISING SERVICE AREA REPRESENTATIVE: first supervisory level; supervises staff conducting inspections of Thruway service stations; assists in the administration of the Thruway Authority’s customer service program.

 

ILLUSTRATIVE DUTIES

         

          SERVICE AREA REPRESENTATIVE: under the general direction of a Supervising Service Area Representative, inspects Thruway restaurants and service area gas stations, including interior and exterior parking areas, service gates, walkways, landscaping, lobbies, gift shops, vending areas, restrooms,  and kitchens to check for cleanliness, appearance and conformance to laws, rules, and regulations to health and food service standards; prepares reports on practices and policies affecting all aspects of service area; prepares recommendations regarding improvements to service,  safety, and overall customer satisfaction; communicates  major sanitary and safety violations to manager’s attention; inspects and monitors gas station ; inspects gasoline bays, sales kiosks, and service truck and gasoline islands; conducts surveys to determine acceptable pricing for automotive products; interviews customers to obtain feedback regarding service area condition; reviews  comments with restaurant and gas station managers to correct negative comments;  investigates customer complaints concerning all aspects of the service area and enforces contract provisions.

 

          SUPERVISING SERVICE AREA REPRESENTATIVE: assists in the administration of the Thruway Authority’s customer service program as it relates to service areas; observes the operation of Thruway Authority service areas to ensure adherence to contract agreements; approves Service Area Representatives  schedules; reviews field inspection reports; reviews action taken by staff; assists staff performing field inspections; reviews and evaluates staff recommendations; recommends improvements; drafts procedures used by staff when conducting inspections; supervises staff assigned to Thruway’s Headquarters Cafeteria; corresponds with customers and concession operators regarding suggestions and improvements; investigates and ensures all customer complaints are addressed; arranges follow-up inspections; oversees calculation of gasoline prices; continuously evaluates gas station operations; and oversees surveys of major restaurant chains and oil company service station operations to gather price and product information.

 

MINIMUM QUALIFICATIONS

 

          SERVICE AREA REPRESENTATIVE

Open Competitive: four years of experience in food service management, business management, and/or contract administration, and successful completion of two-year traineeship.

 

Substitution:  an associate’s degree in food service management, hotel/restaurant management, business administration, contract administration, or marketing may substitute for two years of the described experience.

 

          SUPERVISING SERVICE AREA REPRESENTATIVE

 

Promotion: one year of service as a Service Area Representative, NS.

 

Date: 7/19

 

NOTE: Classification Standards illustrate the nature, extent, and scope of duties and responsibilities of the classes they describe. Standards cannot and do not include all the work that might be appropriately performed by a class. The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.