Job Descriptions

 

PART-TIME CUSTOMER SERVICE AGENT

     UPDATED:
 September 24, 2009
     SALARY:
 $19.10 an hour effective July 1, 2009
(Note: New hires will be paid $10.00 an hour during training.)
     AFFILIATION:
 Amalgamated Transit Union - Local 589
     HOURS:
 Please note that this position will work a maximum of thirty (30) hours per week. Most Part-time Customer Service Agents will work split shifts covering both the morning and evening rush hours.

SUMMARY OF JOB DUTIES:

Assists in the delivery of efficient and high quality customer service and safety at MBTA stations; maintains a presence at strategic areas of the station, such as automated fare collection areas and platforms; anticipates customer needs; provides advice and assistance as necessary; and acknowledges and responds to the individual circumstances of customers, through face-to-face communication, verifying that accurate, up-to-date and appropriate customer information is provided through correct public address announcements, written schedules, and notices.

MAJOR DUTIES AND RESPONSIBILITIES:

  1. Responds to each inquiry, whether from a customer, vendor or co-worker, in a courteous and professional manner consistent with the Authority’s “Driven By Customer Service” quality standard.
  2. Addresses and assists lost customers, persons with disabilities, children, elderly and ill customers by providing a helpful and speedy response.
  3. Deals with inquiries and complaints, seeking Supervisor, Station Official and Police assistance when necessary.
  4. Ensures the safety and security of customers, Authority employees, contractors, tenants and visitors.
  5. Takes action to prevent potentially dangerous situations and/or acts from occurring.
  6. Watches and listens for dangerous situations, safety hazards, adverse weather conditions and alerts Supervisor, Station Officials and/or Management as necessary.
  7. Reports any defects, safety hazards, security and potentially dangerous situations to Supervisory Personnel and Station Officials.
  8. Assists with station openings/closings, station evacuations, fire drills, unloading of trains on platforms and other emergency operations where necessary and/or as directed.
  9. Maintains the inventory of schedules and restocks schedule racks and kiosks as needed.
  10. Helps customers in need at gate lines and barriers.
  11. Deals with ticketing problems and maximizing revenue by preventing travel by fare evaders.
  12. Works any and all shifts and/or locations as assigned or directed.
  13. Ensures that all station equipment and facilities are functioning correctly, safely and are in presentable condition.
  14. Completes station assessments at prescribed intervals or as instructed.
  15. Remedies and/or reports equipment or system malfunctions.
  16. Operates, checks and inspects station equipment such as elevators, escalators and Automated Fare Collection equipment.
  17. Relays work related information to and from Station Officials, Motorpersons, Train Attendants and other Operations Personnel and communicates with the Operations Control Center, Maintenance Control Center and other personnel to report incidents and defective equipment.
  18. Ensures safety and minimizes service disruption and lost time as required.
  19. Attends to platform(s) to assist with the boarding and alighting of passengers from trains.
  20. Minimizes platform holding times and assists with train and station related incidents and accidents to reduce dwell time.
  21. Reports to work during declared states of emergency as essential personnel.
  22. Performs related duties as assigned.

POSITION REQUIREMENTS:

  1. Possession of a high school diploma or its equivalent (G.E.D.).
  2. Must be at least eighteen (18) years of age.
  3. Ability to successfully complete validated selection exam.
  4. Possession of a valid driver's license.
  5. A satisfactory driving record for at least three (3) years prior to the date of hire.
  6. A satisfactory non-renew display for tickets report from the Massachusetts Registry of Motor Vehicles.
  7. Ability to pass background screenings including criminal background check, driving record check, educational verification, employment verification and references.
  8. Ability to pass selection interview.
  9. Ability to meet the MBTA medical qualifying standards established for this position, including a drug and alcohol test.
  10. Ability to lift and carry 25 pounds for a distance of 50 feet.
  11. Ability to read, write, comprehend, speak and respond to instructions, posted signs, and inquiries in English.
  12. Ability to effectively communicate with customers, employees and vendors.
  13. Successful completion of the required probationary period of 120 working days.
  14. Availability to work twenty four (24) hours per day, seven (7) days per week.