• Service Ambassador

    Job Locations US-WA-Everett
    Opening Date 4 weeks ago(10/19/2018 7:51 PM)
    Job ID
    2018-1194
    Category
    Customer Experience
    Bargaining Unit
    Yes
    Min (Annual)
    USD $42,125.00/Yr.
    Max (Annual)
    USD $54,763.00/Yr.
    Max (Hourly)
    USD $26.33/Yr.
    Min (Hourly)
    USD $20.25/Yr.
    Min Hiring Range
    USD $42,125.00/Yr.
    Max Hiring Range
    USD $46,338.00/Yr.
  • Overview

    Under minimal supervision a Service Ambassador will provide customers with a superior customer experience. A Service Ambassador will greet customer, answer questions, solicit feedback and provide information about fares and all Community Transit services while on the bus, at a transit center or other similar location. They will also verify fare payment and issue warnings to customers who do not pay. The Service Ambassador works closely with all departments and helps ensure any operational or customer issues are quickly corrected or reported for resolution.

     

     

     

     

    Essential Duties

    1. Maintains a visible presence throughout the transit system. Requests the appropriate emergency responder as necessary.
    2. Provides assistance and information to customers on the use of the transit system.
    3. Educates and demonstrates to customers the fare structure and use of the fare system.
    4. Rides assigned bus trips to assist customers, inspects customers' tickets and passes for proof of payment, issues warnings or citations to those who haven't paid.
    5. Maintains and submits digital or written records and reports for all activities.
    6. Checks and tests fare equipment and customer-facing technology for proper functioning and reports malfunctions.
    7. Solicits feedback from customers to ensure their expectations are being met. Reports concerns to the appropriate team. May be involved in developing and testing a solution.
    8. Performs other related duties as assigned.   


    Requirements

    Minimum Qualifications:

    1. Ability to read and write in English sufficient to convey information, follow instructions and make reports.
    2. Four years delivering Face-to-face customer service.
    3. Ability to work with cross-functional departments, including law enforcement and other first responders.
    4. Basic computer skills to use email, open and close electronic files in a Windows™ environment, enter data into handheld computing devices.
    5. Must be able to report to various locations to begin work.
    6. Ride a transit bus for extended periods of operation while performing the essential duties of this job.
    7. Must possess a valid Washington State Driver's License on date of hire.
    8. Report to work on time and work any day of the week, any shift, including evenings, weekends and holidays.
    9. Must be able to work any hours. (days, evenings, nights, weekends and holidays)

    Qualification to enter this position requires knowledge of:

    1. Principals and processes for providing quality customer service.
    2. Reading, writing and oral exchange of information in English.


    Qualification to enter this position requires skill in:

    1. Customer relations, providing professional, friendly and caring service to creatively solve customer issues with limited resources.
    2.  Exhibiting patience, courtesy and respect for others.
    3.  Interacting effectively and positively with diverse customers, co-workers and management.
    4. Effective time management through prioritizing, planning, and scheduling.
    5. Making good decisions by considering the potential consequences
    6. Basic arithmetic functions to add, subtract, multiply and divide.
    7. Demonstrate patience, assess and sensitively serve the needs of internal and external customers, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations.
    8. Demonstrate integrity in dealing with others.
    9. Work effectively without direct supervision.
    10. Creatively problem-solve and multi-task without compromising safety.
    11. Deal diplomatically with the public and to exercise judgment in emergency or confrontational situations.
    12. Maintain composure, accept criticism from customers and deal calmly and effectively in high stress situations.
    13. Cope with unforeseen circumstances as they arise.
    14. Listen Carefully to ensure understanding.
    15. Think critically, using logic and reasoning.

    PREFERRED:
    1. Ability to communicate effectively in a language other than English.
    2. Experience with verbal de-escalation skills.

    Physical Requirements
    Job requires vigorous physical activity.

    Climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting,  grasping, feeling, talking, hearing/listening, seeing/observing, repetitive motions, carrying, driving, twisting.

    Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently and/or up to 10 pounds of force constantly to move objects.

    Requires that the person stand or sit, either aboard moving buses or on fixed platforms for extended periods of time under a variety of weather conditions.
     

    OTHER:

    Exposed to automotive fumes, odors, dusts, intense noise and diverse weather conditions.

    Must be able to work varied hours and days of the week. This position has a 40 hour, variable schedule including work during evenings, nights, weekends and holidays.

    Selection Process - Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, skills and abilities for the position.  The evaluation process may include interviews, background checks, references and various performance tests.

    Application Process - Only on-line applications will be accepted and must include a completed application with job history listed and supplemental questions.  Applicants for this job may also be considered for other openings of this position up to 6 months after the job is filled.  Incomplete application packets will not be considered.

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