Transportation Ambassador

Job Purpose of a Transportation Ambassador

The primary focus of the Transportation Ambassador is to assist the public, Transit Operators, and Transportation Supervisors in maintaining safe, timely bus service operating as close to schedule as practical by assisting the public and riding customers with navigational directions, trip planning, and assistance with boarding, alighting, and fares; assist Transit Operators, as needed, in parking vehicles, including acting as a backup spotter; to aid in congestion at the DCC when required; assisting emergency services when needed. The Transportation Ambassador is responsible for assisting with day-to-day operations and notification of emergency situations. The Transportation Ambassador provides overall assistance and support to drivers & Transportation Supervisors in all phases of transit operations and route evaluations.

Essential Functions & Responsibilities

• Promotes Mountain Line’s Vision, Mission, Core Values, and Ethos to continually enhance organizational culture. Greet passengers and aids with boarding and alighting.
• Assist passengers requiring assistance in identifying the bus/route or that requires direction on how to use the system.

• Provide information to passengers regarding transit schedules, routes, and fares. Must be able to teach and coach passengers on how to pay fares and use fare media.

• Monitor bus arrival & departure times, maintain communication with the dispatcher, supervisors, and driving staff to report concerns and relay significant delays or missed connections.

• Must be familiar with most current information regarding reoccurring and daily detours, special events, and construction affecting route service and trip planning.

• Monitor platform activity to ensure the safety and security of passengers.

• Assist customers with filling comments, complaints and/or kudos using web, email, or comment card.

• Educates members of the public on Mountain Line rider rules, procedures, and policies, and support operators and transportation supervisors in enforcement of these rules and policies.

• Follow lost and found procedures and assist in connecting customers with lost items when applicable.

• Interact with police/fire dispatchers as needed in emergency situations that occur involving passengers at the connection or on route.

• Conducts traffic control and courtesy safety escorts as necessary.

• Maintain cleanliness of platform areas, including removing litter and debris.

• Report any maintenance or safety issues to appropriate personnel.

• Performs other duties as assigned.

Attendance

Attendance should be regular and predictable. General employment policies with regards to vacation, sick, and unpaid leave apply. Occasional need to report to work on day off and work overtime.

Confidentiality

This position is expected to respect and maintain employee and customer confidentiality.

Knowledge, Skills, and Abilities

Knowledge of:

• English language usage, spelling, and vocabulary as necessary for written and verbal communication with other staff and customers.

• Knowledge of Flagstaff streets, business, outside service entities or non-profit organizations, and Mountain Line services and schedules.

Skills:

• 2-way radio communication etiquette and equipment use.

• Prepare legible and accurate reports and documentation.

• Quickly learn how to use equipment and tools specifically needed to perform the functions of this job.

• Use good judgment and problem-solving skills to make reasonable decisions and recommendations in adherence to Mountain Line policies, procedures, and safety requirements.

Abilities:

• Maintain composure in crisis situations.

• Work extended hours, nights, weekends, holidays, and varied schedules.

• Standing for extended periods of time.

• Interact with a culturally, physically, and mentally diverse population.

• Establish and maintain effective working relationships with supervisors and coworkers.

• Manage and address multiple demands.

• Works in a noisy environment with frequent interruptions.

• Maintains a positive work environment.

• Works in adverse weather conditions to include but not limited to heat, cold, rain, snow, etc.

• Works safely and supports culture of workplace safety.

Working Conditions, Exposure to Risks and Physical Dangers

This position requires physical effort such as walking, lifting, bending, standing, reaching, kneeling, pushing, pulling, and manual dexterity.

The incumbent may be exposed to physical confrontations from passengers, airborne pathogens, and various weather conditions.

Because of the potential exposure in the performance of their duties, the incumbent is required to follow all Mountain Line safety procedures, manuals, and guidelines. Additionally, the incumbent is required to properly don safety-related clothing, protective clothing, protective hard hats, gloves, footwear, tools and equipment, and other safety-related gear.

Education Requirements:

• High school diploma or equivalent.

Similar Work:

• Minimum 6 months of customer service experience.

Licenses, Training, and/or Certifications Required

• Valid driver’s license
• Ability to pass a Department of Transportation (DOT) pre-employment Drug & Alcohol Test