Fare Ambassador (Temp) – $24-$27/hour – TEMPO01939
Job category: Customer Service
Job Type: Temporary
SALARY: $24-$27 PER HOUR
Temporary for up to twelve months, with possible extension.
Sound Transit is transforming the way we do fare enforcement. Our new Fare Ambassadors don’t just check fares, they assist riders in getting to their destinations, provide information on programs, answer questions about ORCA Lift, and work collaboratively with teammates during shifts to create an equitable experience for all our passengers on Link Light rail and Sounder commuter trains. Ideal candidates have experience providing in-person customer support. Bilingual (Spanish, ASL, or other) is a huge plus! Must be flexible to work 8-10 hour shifts between the hours of 4:30am-1am, Mon-Sun. Daily work starts at Union Station: 401 S. Jackson St, Seattle, WA 98104. No remote work is available for this role.
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This is a direct hire temporary position which is expected to last up to one year.
This position will provide exemplary customer service, which meets or exceeds our passenger experience while utilizing Sound Transit’s transit system. Fare Ambassador’s will provide friendly, accurate and up-to-date assistance by answering questions, conducting fare inspections, and provide passenger education on how to pay and/or apply for ORCA Lift regarding Sound Transit’s transit services. Fare Ambassadors will perform community outreach activities, will generate program reports in a timely manner; and will work in groups of at least two daily on public transportation at the direction of the Fare Engagement Program Manager OR Fare Ambassador Supervisor. The Fare Ambassador will need to be able to become familiar with Sound Transit’s service areas and help passengers complete their transit journey.
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
• Conduct fare inspection and education onboard Sound Transits Link light rail and Sounder Commuter Rail services.
• Maintain positive working relationships with community staff.
• Maintain knowledge of public transportation information, updates and options.
• Collect, record and report outcome measures daily by filling out daily activities report.
• Promote the ORCA Lift program and other transit programs to expand community assistance with affordable fare and transit accessibility.
• Provide customer service to passengers on board Sound Transit Link light rail and Sounder Commuter rail services and stations and transit centers.
• Assist passengers with local area wayfinding and onboard Sound Transit service vehicles.
• Champions & models Sound Transit’s core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity & inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.
Education and Experience:
Minimum HSD/GED/or equivalent and two years of experience in customer care or community outreach.
Required Knowledge of and Skills:
• Transit operations, services, and activities of the fare ambassador pilot program and customer services functions.
• Pertinent federal, state, and local laws, codes, and regulations as they apply to transit operations.
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Communication strategies, tools, and techniques.
• English usage, spelling, grammar, and punctuation.
• Modern office procedures, methods, and equipment including computers and computer applications.
• Respond to pressures to meet deadlines for timely processing of information.
• Be vigilant and concentrate.
• Perform repetitive work.
• Work alone and as part of a team.
• Work extra hours and report to work on days off in needed.
• Maintain confidentiality of information.
• Demonstrate ability to work effectively with individuals of diverse economic, ethnic, and social backgrounds.
• Excellent communication skills, both written and verbal.
• Ability to work independently and creatively in the field without direct supervision.
• Excellent organizational and record keeping skills
• Ability to read documents, write reports and correspondence, speak clearly and effectively with individuals of all ages and diverse backgrounds.
• Ability to perform solve and apply common sense.
• Possess excellent customer service skills.
• Ability to proficiently use standard computer programs and specialized software system required for projects.
• Must be able to work with multiple volunteers and staff.
• Function with ease in a team environment.
• Bilingual including ASL preferred.
• Must be able to work in all weather conditions.
• Must be able to stand for long periods of times.
• Ability to remain calm during stressful situations.
• Ability to interpret and carry out detailed written or verbal instructions.
• Speak clearly and distinctly.
• Ability to judge distance and space relationships when determining light rail and Sounder train capacity.
• Physical activity includes, but is not limited to: carrying manifests and route guides; grasping, reaching, handling, filing, holding reports and other documents; driving company vehicle; reaching waist to shoulders to reach scan and check fare and telephone; repetitive motion when using handheld devices; seeing maps, reports, light rail and Sounder routes and stops, working on a moving vehicle; talking and hearing when dealing with the riding public’s requests and complaints.
Physical Demands / Work Environment:
• Requires standing and walking for long periods of time on moving trains, uneven terrain and unstable surfaces; running short distances; climbing stairs; lifting and bending; wearing attire as specified by Sound Transit; working in inclement weather; exposure to noise, crowds, social pressures, in a fast paced environment.
• Employees may have the opportunity to work varying hours and/or shifts, including weekends, evenings and holidays.
• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds; may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, infectious disease, and noise when conducting site visits and working in the field.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)