Customer Experience Representative

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

Pay

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. The actual hourly rate offered will be determined based on several factors, including skills, qualifications, experience, education, certifications, training, and internal equity considerations.

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

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

Responsibilities

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; complete checklists, submit work orders and prepare reports
• Facilitate communication between the field and Operations Control Center
• Collaborate and train with operations, maintenance, safety, and security personnel to enhance customer experience and better serve passengers
• Report suspicious or unsafe behavior and notify appropriate emergency services; 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; carry and distribute copper cards as needed
• Provide resources, advocate on behalf of customers, and support special events
• Perform other duties of a similar nature and level as assigned

Knowledge & Skills

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, and outdoor settings 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
• Typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, kneeling, bending, climbing, reaching, twisting, crouching, balancing, crawling
• Exposure to noisy/distracting environment, foot controls, time pressure, tedious or exacting work, changing of tasks, multi-tasking, emergency situations, irregular work schedule/overtime, and working with others on a team
• Daily exposure to respiratory hazards, extreme temperatures, noise and vibration, physical hazards, and physical danger or abuse
• Seasonal exposure to wetness/humidity and communicable diseases