Service Ambassador

About the role

Be the friendly face that helps keep our community moving! As a Service Ambassador, you'll connect with transit riders every day—welcoming customers, answering questions, sharing information about fares and Community Transit services, gathering valuable feedback, and helping ensure a smooth, positive experience from the moment they arrive. You'll have the independence to make an impact while working alongside a supportive team and partnering with other departments to quickly address customer needs.

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
• 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

• 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 upholding Community Transit's core values in support of the organization's vision and mission
• Inspiring team commitment, pride, and trust while promoting cooperation and motivating members to achieve shared goals
• Demonstrating courtesy, sensitivity, and respect in all interactions
• 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

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
• Receive ten (10) paid holidays throughout the calendar year