Service Ambassador Lead

As a Service Ambassador Lead, you are responsible for the assigning, prioritization, and daily activity of the Service Ambassador team.  You will communicate information to the team concerning procedures, training, feedback, and the latest company updates.  You will also lead by example and set a high customer service standard.

• Assign and oversee the work of the Service Ambassador team, ensuring standards, policies, and procedures are followed.  Answer questions and concerns from the team while on duty and elevate concerns that need further exploration.  Create, monitor, and adjust the work schedule to ensure adequate staffing coverage.  Review time sheets and absence requests.  Maintain and submit digital or written records and reports of all activities.
• Maintain a visible presence throughout the transit system and model excellent customer service skills when interacting with customers.  Check and test fare equipment and customer-facing technology for proper functioning and report any malfunctions. Ride assigned bus trips to assist customers and educate them on the fare and transit system and verify customers’ proof of payment.
• Review and resolve customer escalations.  Identify solutions for the customer’s concern or direct them to the appropriate resource. Develop tools to solicit feedback from customers to ensure their expectations are being met.
• Monitor and report on staff work performance for quality and productivity.  Provide the Customer Care Management team with data related to staffing needs and opportunities.
• Assist in developing training materials and identifying off-site training opportunities.  Ensure training records are up-to-date and complete for the Service Ambassador team.  As well as assist in creating procedures.
• Perform other related duties, as assigned.

• No record of disciplinary action in the past year
• Must possess a valid Washington State driver's license by date of hire and have a good driving record (no more than 2 moving violations and/or accidents within the last 3 years).
• Must be able to work a flexible schedule and respond to emergency situations
• Ability to work in all weather conditions

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

• Practices that deliver excellent customer service
• Fare structure and services provided by Community Transit and nearby transit agencies

• Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit’s Core Values and achieve the organization’s vision and mission. Inspiring and fostering team commitment, pride, and trust. Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.
• Excellent interpersonal and intercultural communication
• Customer Service and Empathetic Listening
• Conflict resolution
• Problem solving and Decision making
• Training and presenting
• Leading a team
• Documenting procedures and team activities
• Working cross-functionally, e.g., with law enforcement and other first responders
• Time management

• Scheduling
• Multi-tasking
• Proficiency with Microsoft Office tools

• Experience in a supervisory role
• Service Ambassador Experience
• Fluency in a language other than English

70% of your work will be performed in the field, in noisy and varying weather conditions and will require you to move between bus stop locations. Given the nature of this job, you may also be exposed to automotive fumes, odors, and dust and may need to complete tasks in noisy environments. You will ride transit buses for extended periods of time while operating handheld electronic devices such as portable fare transaction processors, mobile radios, cell phones, and ticketing devices. You may also be required to lift, carry, push or pull up to 50 pounds occasionally.

Application and Selection Process

• Only on-line applications accepted. 
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background check, reference checks and various performance tests.

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 of 19 days of Paid Time off (152 hours) in their first year and ten (10) paid holidays throughout the calendar year.
• Full list of all benefits and details can be found here.

If you are related to, or share the same living quarters of a current Community Transit employee, please let your Recruiter know as your eligibility for this position may be affected.

Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a 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.