Transit Center Agent I, II, and Lead (3 positions)

About the role

The Transit Center Agent Program puts a trained, visible, and welcoming person at the center of every rider's experience at the Downtown Transit Center (DTC). Transit Center Agents are the "face of the system": they answer questions, sell fares, announce departures, work the platform, keep the facility looking its best, and support the drivers who move our riders.

Transit Center Agent I (full-time or part-time) is an entry-level customer service position. Agents greet riders, answer questions, sell fares, announce departures, work the platform, and keep the DTC clean and inviting. They are supported by on-site Security staff and Operations Supervisors and are eligible to advance to Agent II after a minimum of 6 months with completed training and satisfactory performance.

Transit Center Agent II (full-time or part-time) is an experienced agent who delivers expert customer service, resolves complex rider issues, trains new agents, and serves as Agent-in-Charge when the Lead Agent is off duty.

Transit Center Agent III (Lead) (full-time) directs daily customer service operations, works alongside the team, coaches and develops agents, manages schedules and coverage, and owns the DTC service standards. The Lead is the primary customer experience liaison with Security staff, Operations Supervisors, drivers, and community partners.

Responsibilities

Transit Center Agent I

• Greets riders and answers questions in person, by phone, and by email about routes, schedules, fares, transfers, accessibility, and connecting services.
• Helps riders plan trips and guides them to the correct bay, with extra assistance for older adults, riders with disabilities, and first-time riders.
• Sells fares and passes, determines discount fare eligibility, handles cash and card transactions accurately, and balances the cash drawer.
• Makes clear, timely public address announcements for departures, delays, detours, and service changes.
• Works the platform during peak departures to assist with boarding and keep riders informed.
• Maintains the image of the DTC through regular lobby and platform walks, spot cleaning, and stocking maps and brochures; reports maintenance issues.
• Supports drivers by relaying messages, rider feedback, and service information.
• Uses calm verbal de-escalation and contacts Security or the Operations Supervisor when a situation needs support; agents do not physically intervene.
• Manages lost and found and completes incident reports as needed.
• Shares ideas to improve the rider experience.

Transit Center Agent II (includes all Agent I duties plus)

• Serves as the go-to resource for difficult trip planning, fare, and accessibility questions.
• Resolves escalated rider concerns, complaints, refunds, and fare exceptions according to policy, with timely follow-up.
• Serves as Agent-in-Charge in the evenings and when the Lead Agent is off duty: directs break rotation and platform coverage, keeps announcements on schedule, and acts as the main contact for Security and the Operations Supervisor.
• Completes end-of-shift reports, cash reconciliation, and handoff notes.
• Serves as a field trainer, coaching new agents through onboarding and sign-offs.
• Coordinates with Operations Supervisors during service disruptions so riders receive accurate, timely information.
• Owns a specialty area (such as rider communications, accessibility programs, or lost and found) and leads at least one rider-experience improvement project each year.

Transit Center Agent III – Lead (includes all Agent I and II duties plus)

• Works the counter and on the platform; assigns daily duties, platform coverage, and break rotations.
• Builds and publishes staggered schedules that cover every public hour, including holiday and special event coverage; manages time off, call-outs, and relief coverage.
• Coaches agents in real time and through regular one-on-ones; provides input to the Director of Rider Experience on hiring, evaluations, promotions, and corrective action.
• Leads the 90-day onboarding program, coordinates field trainers, and maintains the DTC procedures manual and training materials.
• Owns the DTC service standards through announcement checks, facility audits, and rider feedback tracking; reports trends and recommendations to the Director of Rider Experience.
• Audits cash drawers and deposits, resolves variances, and oversees fare inventory.
• Reviews incident reports and lost-and-found logs, and prepares regular reports on customer contacts, sales, coverage, and service quality.
• Serves as the main customer experience contact for Security, Operations Supervisors, drivers, facilities, and community partners.
• Leads improvement initiatives and supports Agent II projects.

Qualifications

Education and/or Experience

• Transit Center Agent I: High school diploma or GED. No prior transit experience required; customer service, retail, food service, or hospitality experience is a plus.
• Transit Center Agent II: High school diploma or GED, and either 6 months as a Transit Center Agent I with completed training and satisfactory performance, or 2+ years of customer service experience in transit, travel, hospitality, or a comparable public-facing role.
• Transit Center Agent III (Lead): High school diploma or GED, and either 2 years as a Transit Center Agent II or 3+ years of customer service experience, including at least 1 year in a supervisory or lead role.

For all positions, the ability to pass standard background checks is required.

Skills

Transit Center Agent I

• Warm, positive, and patient approach with people from all backgrounds.
• Clear speaking voice and willingness to make public announcements.
• Ability to quickly learn routes, schedules, fares, and point-of-sale and computer systems.
• Basic math and accurate cash-handling skills.
• Ability to stay calm and courteous in busy or stressful situations.
• Initiative and willingness to go the extra mile for riders.
• Ability to speak a language other than English is a plus.

Transit Center Agent II

• Warm, positive, and patient approach with people from all backgrounds.