Passenger Concierge Supervisor

At Keolis Commuter Services (KCS), we give every team member—and their ideas—a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you’re looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!

Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA).  During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.

We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.

At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.

Benefits Package Highlights:

• Generous Medical & Rx plan
• Dental & Vision Plan
• Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
• Fidelity 401K Program
• Flexible Spending Accounts
• Transit and Parking Reimbursement Benefits
• Employee Assistance Program
• Company Sponsored Life & Accidental Death and Dismemberment Benefits
• Education Assistance
• Short- & Long-term Disability Benefits
• Voluntary Benefits Plan options including
  • Supplemental health plans for accidents, critical illness, hospital stays
  • Pet, Home, Auto insurance

Passenger Concierge Supervisor: supervises, monitors, trains, and schedules the Passenger Concierge Team. Responsible for ensuring Passenger Concierge staff complies with all policies, procedures and uniform standards; proper maintenance, use and operation of all fare equipment; and oversight for the crowd management, queuing and the examination of all ticket/pass/M-Tickets.

Skills:

• Excellent interpersonal and communication.
• Demonstrated proficiency in the Microsoft Office Suite.
• Outgoing personality with the ability to work well within a team environment.
• Ability to communicate clearly and effectively, both orally and in writing.
• Proficiency in other languages than English is preferred.
• Ability to perform effectively in stressful situations and assist in crowd control.
• Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations.

Key Accountabilities:

• Demonstrate and adhere to the Keolis Commuter Services principals of Employee Engagement, Operational Excellence & Safety, Customer Satisfaction, Corporate Social Responsibility and Economic Performance.
• Promote Keolis’ commitment of adopting and implementing a customer service excellence culture by ensuring team is performing to the highest professional standards in their day-to-day interactions and adherence to Keolis uniform standards.
• Supervise the day-to-day activities of the Passenger Concierge team and that they are fulfilling their roles as per their role description, the Keolis Code of Conduct, Keolis policies and procedures taking appropriate action where these are not met/delivered.
• Responsible for ensuring staff comply with safety procedures, the safe operation of the station(s) for customers, reporting any defects and taking appropriate action to reduce risk to the customer and the operation of the Railroad.
• Responsible for attending and taking the operational lead where needed, for planned and unplanned disruption and events across the commuter rail network, including effecting crowd control and ticket checking practices as well as customer engagements.
• Support the Station Manager in their duties and act as their deputy when required.
• Responsible for the proper maintenance, use and operation of all fare equipment, including responding to fare gate failures. Reporting through appropriate channels, failures of gates or equipment and liaising with relevant departments.
• Identify equipment failure and advise the Management team of necessary repairs of all hazards as required.
• Oversight for the crowd management, queuing and the examination of all ticket/pass/M-Tickets of all passengers when entering or exiting the Fare Gates.
• Refer passengers without fares to ticket office/MBTA ticket machines/M-Ticket app or Passenger Concierges.
• Ensure that staff follow correct reporting practice for indicators of safety, fare evasion activity or unusual occurrences that occur within assigned shift.
• Ensure that staff provide boarding or disembarking assistance to passengers needing special Assist disabled or incapacitated individuals when needed.
• Assist disabled or incapacitated passengers.
• Attend and participate in all assigned training, specifically those related to customer service, safety and security related.
• Other duties as required.

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations on our people and the communities in which we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job, and Keolis retains the right to change or assign other duties to this position. Employees must be able to perform the essential job duties of this position satisfactorily.  If requested, reasonable accommodation will be provided to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.  Keolis is committed to offering our employees

#INDHP