Customer Experience Ambassador

JOB SUMMARY

The Customer Experience Ambassador will support the Birmingham-Jefferson County Transit Authority through various duties including but not limited to greeting and assisting patrons, receiving complaints, monitoring safety conditions, identifying and assisting vulnerable and/or disabled individuals, encouraging courteous behavior, quality monitoring, training, and reporting incidents.

The Customer Experience Ambassador personnel will build relationships with Max Transit customers and employees and offer in-person support to riders that is geared to improving the everyday interactions that transit customers’ experience. May require work overtime, weekends, evenings, and/or holidays.

ESSENTIAL JOB FUNCTIONS

• Rides MAX Transit Fixed-Route buses, Paratransit buses and Micro transit vehicles at designated times to monitor activities.
• Greets public, engages conversation to identify needs, being careful to make an excellent first impression.
• Interacts/engages with BJCTA personnel, the public, and others to establish an official presence and deter disruptive behavior from occurring within the BJCTA system.
• Responds to customer inquiries regarding routes, schedules, fares, and other BJCTA services with complete information and recommendations of BJCTA products to meet customers’ needs.
• Attend community and stakeholder meetings, including riders’ council
• Encourage riders to be courteous to others and follow the rules and common courtesies to make Max feel safe and comfortable for all riders.
• Handles customer compliments, criticisms, and complaints equally with a calm and pleasant demeanor; attempts to address customer's issues but recognizes when issues need to be elevated to the next level.
• Coordinate directly with BJCTA Operations, System Security and Law Enforcement Departments to report and respond to any incidents or public safety issues
• Identify people experiencing homelessness, mental health crises, and addiction and communicate with the necessary field-based staff including the Max Foundation, BJCTA Security and Law Enforcement.
• Observes and reports any type of suspicious activity and/or behavior to the appropriate personnel, requests assistance as necessary and appropriate.
• Works with management to perform outreach within the community and participate in departmental efforts including informational presentations.
• Provides various routine assistance to BJCTA personnel; fills out forms and writes basic reports; enters data into appropriate computer database or application.
• Assists in training and quality efforts as needed for Customer Experience and Operations.
• Serve as a significant, easily identifiable field-based presence.
• Performs other duties similar in nature and level as assigned.
• Attends mandatory meetings, as required

SUPERVISORY RESPONSIBILITIES

Supervision: None

MINIMUM QUALIFICATIONS

Must be physically able to lift at minimum 40 pounds, drive a company vehicle to distribute bus schedules to outlet locations, malls and neighborhood community centers, when needed.

• Knowledge of the city and the ability to read city maps. General knowledge of public information and public relations techniques.
• General knowledge of the operation of a multi-line telephone system.
• Ability to type 40 WPM and use Microsoft Office (MS Word, Excel, PowerPoint) and other standard office equipment.
• Ability to learn new technology in the performance of essential job duties, as required.
• Ability to communicate effectively with the public by telephone and in person, projecting a friendly voice while communicating with customers and/or visitor by telephone or in person.
• Ability to establish and maintain harmonious working relationships with others.
• Displays a positive attitude and composure.
• Wear appropriate clothing and attire consistent with position for a professional appearance that represents BJCTA.
• Dependable, self-motivated, and professional person.
• Ability to perform a variety of tasks and the flexibility to change.

Education: High School diploma, G.E.D. or equivalent.

Experience: 1/2 years of experience working in a customer-oriented environment preferred.

KNOWLEDGE, SKILLS AND ABILITIES

Ability and Skill to: read and write English; accept responsibility and work with a team; follow written and oral directions; think and act quickly in emergencies; write accurate and clear reports of incidents; deal courteously, effectively and tactfully with the general public and others; work under pressure; learn to operate phones, radio and computers; listen; stand, sit, or walk while providing in person customer service continuously for long periods of time; approach members of the public who appear to need assistance and ask questions to understand their needs; respect the right of privacy and maintain confidentiality of customers; and be attentive to and accurately record details of interactions and referrals;

BJCTA is a Drug Free/Smoke Free Workplace and an Equal Opportunity Employer.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Shift:

• Day shift
• Evening shift
• Rotating shift

Work Location: In person

Salary : $17