Job Title: Passenger Assistant (Full-Time)

Job Purpose/Objective:

• Responsible for providing assistance and representing the company to customers, during normal operations, special events, planned outages and unplanned disruption.
• Engage with the diverse range of customers and communities Commuter Rail Service. Provide accurate, timely information regarding the service, local area and general passenger assistance regarding the range of services Commuter Rail offers.
• Responsible for monitoring the safety and security of the station to which assigned. Reporting in a timely manner any safety issues regarding the station/operation or customer movement.
• Undertake planned customer engagement activities and capture customer comments, issues and feedback and direct it to the relevant internal department.

Rate of Pay/Hours: $25.16 per hour up to 40 hours a week.

• Schedules and shifts are varied and includes weekends
• Shifts are chosen based on seniority
• Must be flexible with shifts and may have to work holidays and special events
• Pay increases subject to collective bargaining
• Eligible for overtime (based on seniority)

Key Responsibilities & Accountabilities:

• Passenger Ambassador-is responsible for the day-to-day delivery of positive and supportive customer-related interactions in a professional and respectful manner.
• Provide commuter rail customers with valuable information and directions to enhance their experience with Keolis Commuter Rail and when traveling on the commuter rail system following the Approach-Engage-Assist protocols.
• Provide passenger assistance, including passengers with special needs
• Support Keolis Customer Services team during service disruptions/track outages and special events in Boston and outlying stations.
• Promote Keolis' commitment to adopt and implement a culture of customer experience excellence by performing to the highest professional standards in their day-to-day interaction.
• Project a professional image through adherence to KCS' uniform standards.
• Adhere to Keolis Code of Conduct and policies/procedures.
• Ensure compliance to all related safety rules and procedures, plus report all hazards as required.
• Attend and participate in all assigned training, specifically related to customer service, safety and security.
• Other duties as assigned during emergencies.

Core Skills Required for This Job:

• High School Diploma or GED.
• General internet and data entry knowledge.
• 1-3 years of experience in customer service, commercial and/or transportation operations is preferred.
• Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations on a daily basis.
• Ability to perform in stressful situations and assist in crowd control efforts.
• Excellent interpersonal and communication skills.
• Must be able to effectively multi-task.
• Outgoing personality with the ability to work well within a team environment.
• Ability to communicate clearly and effectively, both orally and in writing.
• Self-motivated and able to take direction from management.
• Proficiency with business technology including smartphones and associated applications.
• Proficiency in other languages(s) than English is desirable but not required.

Other Requirements:

• Employment contingent upon passing pre-employment physical to include drug screen, audiogram & color vision screening. Also contingent upon receiving a favorable background check.
• Must see examples of business writing or communications created by applicants selected for interview.
• Ability and willingness to work outdoors in different types of weather.
• Ability to independently attend any station on the network at all times of the service hours.