DEPARTMENT: Customer Care
REPORTS TO: Director of Customer Experience
The Fare Ambassadors are responsible for ensuring patron compliance with the Authority's selfservice fare policy on the Bus Rapid Transit (BRT) system. Acts as a goodwill ambassador providing passenger information, responds to questions on the system, fares, ordinances, service schedules and provides assistance including boarding and de-boarding as required. Provides prompt and courteous customer service assistance through personal contact with the public. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures. May have to work overtime, weekends, evenings, and/or holidays.
ESSENTIAL JOB FUNCTIONS
- Greets public, engages conversation to identify needs, being careful to make an excellent first impression.
- Inspects/check BRT passengers for appropriate fare on board transit vehicles, on station platforms and within transit stations and facilities and verifies the authenticity of media.
- Issues citations to passengers without valid passes, tickets, or transfers; and for violations of applicable sections of proof of payment policy; checks and verifies passenger identification documents; and explains citation and appeal process to persons receiving citations.
- Operates equipment such as BRT handheld readers to check tickets, a handled tablet to enter citation information, a belt work printer to print citations, etc.
- Provides follow-up on citations including court appearances.
- Assists customers with purchasing tickets from Ticket Vending Machines (TVM). Uses TVM training to assist and educate customers on proper use of TVM
- Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
- Observes and reports potential safety hazards, security issues and violation of las to appropriate authorities.
- Performs general customer service duties; answers questions regarding routes, schedules, fares and other BRT services; responds to complaints and request for services
- Responds to customer inquiries on routes, schedules, fares, and other BJCTA services with complete information and recommendations of BJCTA products to meet customers' needs.
- Processes, resolves and responds to customer complaints and inquiries.
- Assists customers in understanding BJCTA policies and procedures.
- Work in a cooperative manner with co-workers and supervisors.
- Performs other duties similar in nature and level as assigned.
- Attends mandatory meetings, as required
- Knowledge of the city and the ability to read city maps.
- Ability to type 40 WPM and use Microsoft Office (MS Word, Excel, PowerPoint) and other standard office equipment.
- Ability to learn new technology in the performance of essential job duties, as required.
- Ability to communicate effectively with the public by telephone and in person; projecting a friendly voice while communicating with customers and/or visitor by telephone or in person.
- Ability to establish and maintain harmonious working relationships with others.
- Displays a positive attitude and composure.
- Dependable, self-motivated, and professional person.
- Ability to perform a variety of tasks and the flexibility to change.
- Must be sensitive to the needs, challenges, and abilities of the special needs customers.
- Maintains regular and predictable attendance.
- Ability to complete an assigned task in a safe manner and in a constant state of alertness.
Education: High school diploma, G.E.D. or equivalent.
Experience: Minimum of two years of experience working in customer-oriented environment preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to accurately observe situations and exercise sound judgment to interpret and recall situations, to determine appropriate courses of action and to assess various options of how to handle a situation or whether there is a need for intervention or securing assistance; interact tactfully, courteously and professionally with Department personnel, with the general public, who can be sometimes difficult and hostile, and with others; function effectively under stress, to be a team player and to maintain a professional demeanor in a variety of situations;; read and comprehend applicable codes, ordinances and policies; perform basic math including addition, subtraction, multiplication and division.
Physical Demands: Must be able to lift at minimum 40 pounds, drive a company vehicle to distribute bus schedules to outlet locations, malls and neighborhood community centers, when needed. Occasional exposure to heat, cold and inclement weather conditions.
BJCTA is a Drug-Free/Smoke-Free Workplace and an Equal Opportunity Employer.