Transit Ambassadors
Description
Job Title: Transit Ambassador
Department: Customer Experience or Operations
Reports To: Customer Experience Officer or COO
FLSA Status: Non-Exempt
Work Location: Assigned MATA Transit Centers
Schedule: Variable shifts including early mornings, evenings, weekends, and holidays
Job Function: The Transit Ambassador provides frontline customer service and operational support at MATA transit centers. This role serves as a visible, knowledgeable, and approachable presence to assist riders with trip planning, service information, wayfinding, and issue resolution while supporting safe, orderly, and efficient transit center operations.
Essential Duties and Responsibilities
Rider Assistance & Customer Service
- Greet riders and provide accurate information regarding routes, schedules, fares, transfers, and service changes.
- Assist with trip planning and navigation.
- Support seniors, riders with disabilities, tourists, and first-time riders.
- Address rider concerns professionally and escalates issues when appropriate.
Transit Center Operations Support
- Maintain visible presence at assigned transit centers.
- Assist with crowd flow during peak periods or disruptions.
- Report maintenance, cleanliness, or equipment issues.
- Provide real-time service updates as directed.
Safety Awareness & De-Escalation
- Observe and report safety hazards or policy violations.
- Use verbal de-escalation techniques.
- Coordinate with Transit Police or supervisors when necessary.
Reporting & Documentation
- Document rider interactions, incidents, and service issues.
- Record customer feedback and identify trends.
- Complete required activity logs and reports.
Minimum Qualifications
Education: High school diploma or GED required.
- One (1) year of customer service or public-facing experience preferred.
- Strong communication and interpersonal skills.
- Basic computer proficiency.
- Ability to stand and walk for extended periods.
Physical & Work Requirements
- Frequent standing and walking.
- Ability to lift up to 25 pounds occasionally.
- Ability to work indoors and outdoors in varying weather conditions.