Service Ambassador

Under minimal supervision a Service Ambassador will provide customers with a superior customer experience.  A Service Ambassador will greet customers, 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 on our Swift routes and issue warnings to customers who do not pay.  The Service Ambassador works closely with all departments and helps ensure any customer issues are quickly corrected or reported for resolution. 

1. Maintains a visible presence throughout the transit system. Requests the appropriate emergency responder, contacts dispatch or agency staff 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. On Swift routes, inspects customers’ tickets and passes for proof of payment and issues warnings 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.

Minimum Qualifications

1. Two years delivering face-to-face customer service.
2. Must be able to report to various locations to begin work.
3. Ride a transit bus for extended periods of operation while performing the essential duties of this job.
4. Must possess a valid Washington State Driver’s License on date of hire.
5. Report to work on time and work any day of the week, any shift, including evenings, weekends and holidays.
6. Ability to work in all weather conditions.

 Preferred

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

 Entry Requirements for: Knowledge and Skills

Qualification to enter this position requires knowledge of the following:

1. Principals and processes for providing excellent customer service.

 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. Ability to read and write in English sufficient to convey information, follow instructions and make reports.
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. Interacting effectively and positively with diverse customers, co-workers and management.
6. Effective time management through prioritizing, planning, and scheduling.
7. Making good decisions by considering the potential consequences.
8. Demonstrate patience, assess and sensitively serve the needs of internal and external customers; including those from culturally diverse backgrounds, the elderly, and persons with disabilities and/or other vulnerable populations.
9. Demonstrate integrity in dealing with others.
10. Work effectively without direct supervision.
11. Creatively problem-solve and multi-task without compromising safety.
12. Deal diplomatically with the public and to exercise judgment in emergency or confrontational situations.
13. Maintain composure, accept criticism from customers and deal calmly and effectively in high stress situations.
14. Cope professionally with unforeseen circumstances as they arise.
15. Listen carefully to ensure understanding.
16. Think critically, using logic and reasoning.

 Proficient Performance Requirements for Knowledge and Skills

Qualification to fulfill the full range of this position’s duties requires the following knowledge, which may be gained or further developed after entering the job:

1. Learn and retain Community Transit’s and surrounding agencies’ route and fare system.

 Qualification to fulfill the full range of this position’s duties requires the following skills, which may be gained or further developed after entering the job:

1. Use handheld electronic devices such as portable fare transaction processors, mobile radios, cell phone, and handheld ticketing devices.
2. Use word processing, spreadsheet and calendar software.
3. Prepare written narrative and statistical reports.
4. Successfully complete the company-provided training program by the end of the probation period.

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.

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 at night, on weekends and holidays.

Application and Selection Process:

• Apply online; only on-line applications accepted.  Application must have a resume, a cover letter, and all supplemental questions answered.
• Applicants who meet minimum requirements may be scheduled for tests and interviews to demonstrate knowledge and skills for the position.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.

Employee Benefits:

Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency’s deferred compensation plan. In addition to WA Paid Sick Leave, employees in this
position, accrue nineteen (19) days of Paid Time Off (152 hours) in their first year and receive nine (9) paid holidays throughout the calendar year. Full list of all benefits and details can be found here.

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position may be affected. Community Transit provides a tobacco-free & drug-free work environment.

As a recipient of federal funds, Community Transit is an Equal Opportunity Employer & does not unlawfully discriminate on any basis prohibited by Federal, State or Local law. We value and encourage diversity in our workforce. EOE AA M/F/Vet/Disability. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

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