Station Concierge

General Summary

The incumbent acts as an official representative of Dallas Area Rapid Transit (DART) for patrons at Transit Centers, Transfer Centers and Rail Stations. Provides quick and accurate information and assistance to customers in a courteous, professional manner. Ensures high level of cleanliness, appearance and operational efficiency of the facilities. Is alert and proactive in identifying potential issues and customers' needs.

Essential Duties and Responsibilities

• Serves as official representative of DART sometimes first point of contact for patrons at transit centers, transfer centers and rail stations.
• Provides face-to-face customer service interactions to DART patrons.
• Responds quickly and courteously to all customer inquiries, provides route and schedule information.
• Obtains information regarding the location of businesses or other buildings.
• Listens and asks follow up questions to clarify requested information.
• Writes or prints requested information as needed.
• Researches DARTnet and external websites using available on-line technology to find accurate information which will enable customers to successfully travel to desired destinations quickly and safely using DART and other public transit services.
• Works with appropriate personnel to ensure adequate supply of printed customer information at Transit, Transfer Centers and rail stations, including timetables, maps, rider alerts, special notices, etc.
• Maintains schedules by monitoring and recording arrival and departure of buses.
• Communicates with supervisor regarding arrivals and departures not in accordance with schedule and other unusual issues that occur at the transit centers.
• Ensures cleanliness, appearance, and general maintenance standards of Transit, Transfer Centers and Rail Stations by completing regular checks for assigned activity.
• Communicates with supervisory personnel regarding any issues pertaining to janitorial cleaning, grounds/landscaping and building maintenance and any other issues.
• Completes work orders, submits to appropriate personnel as needed for services and supplies.
• Prepares types and submits various reports and forms required during the regular course of the day.
• Performs other related duties as assigned

Minimum Knowledge, Skills, and Abilities Required

• High school or general education diploma (GED).
• Three (3) years customer service experience in an office or public relations environment which requires research, problem resolution and the development of detailed written reports to management and also includes one (1) year of face to face customer service experience that involves confrontational situations.
• Excellent customer service skills and be able to interact effectively with a diverse customer population while under pressure.
• Basic computer knowledge and the ability to grasp technical concepts quickly.
• Passes basic computer and technical test with minimum of 80%.
• Ability to work alone during various hours to include early mornings, weekends, late nights and holidays.
• May be required to travel to multiple work locations.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers.
• Obtains first-hand customer information and uses it for improvements in products and services.
• Acts with customers in mind.
• Establishes and maintains effective relationships with customers and gains their trust and respect.
• Ability to use logic to solve difficult problems with effective solutions; can see hidden problems; looks beyond the obvious and does not stop at the first answers.
• Approachable and willing to spend extra effort to put others at ease.
• Warm, pleasant, gracious, sensitive and patient with the interpersonal anxieties of others.
• Buils rapport well.
• Is a good listener.
• Is an early knower, getting informal and incomplete information in time to do something about it.
• Ability to practice active and attentive listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
• Ability to effectively work with all races, nationalities, cultures, disabilities, ages and sexes.
• Supports equal and fair treatment and opportunity for all.
• Ability to learn quickly when facing new problems; Open to change including the challenge of unfamiliar tasks; enjoys the challenge of the unfamiliar and quickly grasps the essence and underlying structure.
• Able to accurately restate or record incidents.
• Ability to be cool under pressure.
• Mature and can be counted on to hold things together in tough and stressful situations.
• Has the ability to defuse frustrating and crisis situations by having a peace making attitude.
• Able to stoop, bend, kneel, reach, lift, climb and stand for long periods of time to perform a variety of duties.