Customer Experience Representative

Valley Metro RPTA; Phoenix (AZ); On-site; USD 29,000 - 44,000; Full time

Job summary

Valley Metro RPTA in Phoenix is seeking a frontline role to monitor bus and rail platforms, assist passengers, and support field operations in person. You will serve as a visible customer helper, submit service needs, and coordinate with Operations Control Center to improve safety and experience.

The role requires a high school diploma or GED with two years in transit operations or public-facing customer service, and you must hold a valid Arizona driver's license with insurability.

Qualifications

• High School Diploma or GED and two years of transit station operations and customer service experience.
• Emergency communication and support experience preferred.
• Equivalent education/experience acceptable; no substitution for experience.

Responsibilities

• Monitor platforms and assist riders to maintain safety and cleanliness.
• Relay information between field and Operations Control Center.
• Report suspicious or unsafe behavior and notify emergency services.
• Assist riders with fare programs and ticket machines.
• Support events and coordinate with operations and safety teams.

Skills

Transit safety

Customer service

Emergency comms

Field operations

Education

High school diploma or GED

Job description

Summary

Support rider safety and service by providing visible customer assistance, submitting service needs and collaborating with operations in the field.

The full pay range for the position is $21.23 to $31.84 per hour with an anticipated starting rate between entry ($ 21.23 ) and midpoint ($26.54) of the range. It’s essential to note that the actual hourly rate offered will be determined based on several factors, including skills, qualifications, experience, education, certifications, training, and internal equity considerations.

Minimum Qualifications & Requirements

Education and/or Experience:

• High School Diploma or GED and two (2) years of experience in:
• Transit station operations and safety
• Public-facing customer service
• Emergency communication and support
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Additional education cannot be substituted for experience

Human Resources reserves the right to call only the most qualified candidates to the selection process

Licenses, Certifications, Other Requirements

Employment is contingent upon successfully completing all pre-employment requirements, including:

• Background investigation
• Valid Arizona driver's license and the ability to maintain insurability under Valley Metro's Vehicle Insurance Policy

Examples Of Duties / Knowledge & Skills

The following functions are intended to provide a representative summary of the primary duties and responsibilities of this position and are not an exhaustive list of all duties that may be performed.

• Monitor bus and rail station platforms, ride trains and provide highly visible and engaging customer support to maintain station cleanliness and safety; inspect station equipment; and complete checklists, submit work orders and prepare reports.
• Facilitate communication between the field and Operations Control Center and collaborate and train with operations, maintenance and safety and security personnel to enhance customer experience and better serve passengers.
• Report suspicious or unsafe behavior and notify appropriate emergency services; and may provide minor first aid.
• Serve as a Valley Metro representative to the public as well as internal and external stakeholders; provide assistance with operating the Ticket Vending Machines, educate riders on various programs, eligibility, reduced fares and where to apply; and carry and distribute copper cards as needed.
• Provide resources, advocate on behalf of customers and support special events.
• Performs other duties of a similar nature and level as assigned.

Knowledge Of

• Basic understanding of field station safety inspection practices
• Thorough knowledge of customer assistance procedures in transit settings
• In-depth awareness of reporting and checklist documentation processes
• Advanced comprehension of emergency communication protocols
• Basic knowledge of fare assistance program eligibility guidelines
• Detailed knowledge of public engagement techniques in transit
• Awareness of minor first aid procedures for field application
• Using a computer and related software

Skill In

• Monitoring station platforms for safety and cleanliness
• Providing high-visibility customer support
• Submitting work orders and daily checklists
• Reporting safety issues to appropriate personnel
• Assisting riders with fare programs and ticket machines
• Collaborating with operations and emergency teams
• Supporting public events and distributing resources
• Communication and interpersonal skills to exchange information and receive work direction

Physical Demands / Work Environment

Work is performed in a combination of office/vehicle/outdoor setting with routine use of standard office and specialty equipment. This role requires light physical exertion; exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly or requires walking or standing to a significant degree.

This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, kneeling, bending, climbing, reaching, twisting, crouching, balancing, crawling, noisy/distracting environment, foot controls, time pressure, tedious or exacting work, changing of tasks, multi-tasking, emergency situation, irregular work schedule/overtime, noisy/distracting environment and working with others on a team.

This role also experiences daily exposure to respiratory hazards, extreme temperatures, noise and vibration, physical hazards and physical danger or abuse; and seasonal exposure to wetness/humidity and communicable diseases.

Valley Metro is a Drug-Free Workplace and an Equal Opportunity Employer