Service Ambassador

Overview

As a Service Ambassador, you will greet our transit riders, answer questions, solicit feedback, provide information about fares and all Community Transit services, and verify fare payment.  You will provide a positive customer experience by maintaining a customer-centric mindset.  Although you will work under minimal supervision, you will work closely with your team and other departments to help ensure customer issues are quickly resolved or reported for resolution.

Essential Duties

Ride assigned bus trips to assist customers.  On Swift routes, inspect customers tickets and passes for proof of payment.

Provide assistance and information to customers on the regional transit and fare system.  

Prepare and submit digital or written reports on all activities.

Check and test fare equipment and customer-facing technology for proper functioning and report any malfunctions.

Solicit feedback from customers to ensure their expectations are being met and report concerns to the appropriate teams.  You may also be involved in developing and testing solutions.

Attend community events, festivals, and residential and cultural outreach events to provide transit and fare information to the attendees.

Perform other duties of a similar nature or level, as assigned.

Requirements

Minimum Qualifications

• 2 years of face-to-face customer service experience

• Must possess a valid Washington State driver's license and maintain a good driving record (no more than 2 moving violations and/or accidents within the last 3 years)

• Ability to work a flexible schedule and maintain regular and reliable attendance
• Ability to work in all weather conditions

 

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

 

Knowledge Requirements

• Practices that deliver excellent customer service

 

 

Skill Requirements

• 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
• Working cross-functionally, e.g., with law enforcement and other first responders
• Time management
• Multi-tasking

• Problem solving and Decision making. Using logic and reasoning to approach problems

• Working effectively without direct supervision

 

Preferred Skills and Knowledge

• Fluency in another language other than English
• Verbal de-escalation experience 
• Experience using Microsoft Office, spreadsheet, and calendar software

 

Working Conditions

Work is 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 exert up to 50 pounds of force occasionally.

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 ten (10) paid holidays throughout the calendar year. Full list of all benefits and details can be found here.