Metropolitan Transportation Authority Careers

JOB SUMMARY

Ticket Sellers/ Station Ambassadors are responsible for greeting customers

and assisting customers who may need help with tickets, train schedule information, and other connecting mass transit.

DUTIES AND RESPONSIBILITIES

Station Ambassador

• Greet customers as they arrive at stations and ensure that assistance is provided as needed.
• Communicate to customers, in understandable terms, information regarding ticket types, special packages, on-board tickets, and policies related to travel on the MTA MNR system.
• Remain calm and professional during service disruptions and disseminate accurate and fast-changing information.
• Assist customers with directions pertaining to travel throughout the MTA service territory, major connection points, and stations.
• Assist customers in the use of Ticket Selling Machines (TSMs).

• Provide directions to connecting mass transit systems, local points of interest, landmarks, elevators/escalators, exits, ticket windows, etc.
• Assist customers with limited mobility to exits, platforms, bus stops, cab stands, other mass transit points. If necessary, with the use of wheelchairs and/or hand trucks.
• Report any safety or security issues to management as well as any other issues that may affect our customers.
• Ensure station and platform areas are clean and free of debris that could create a safety hazard for our customers. Pickup debris and/or cone off areas that are safety concerns.
• Do systems checks daily which includes but limited to elevators/escalators, PA system, digital signage, TVM’s and report to the appropriate groups for repair.

Ticket Seller

• Sell Metro-North Railroad tickets.
• Thoroughly understand accounting procedures and adhere to rules in "Station Department Manual".
• Keep on file and adhere to circulars, directives and bulletins issued by Assistant Director of Tickets and Deputy Controller-Revenue TCUC Job Posting Description Accounting.
• Turn in all accounting work and remittances in neat and accurate manner.
• Prepare bank deposits/change order for TVM/armor car pickup.
• Keeps phone number on file where he/she can be contacted for work assignments. Provide customers with a proper standard of service.
• Notify proper authority of any safety violation or hazard to customers or employees.
• Wear prescribed uniform, PPE, and identification badge.
• Conduct Ticket Office in a businesslike manner.
• Perform other related duties as required.
• Perform fingertip maintenance on TOMs as required.

KNOWLEDGE, SKILLS AND ABILITIES

• Must have excellent customer service skills and being able to provide information in a clear and professional manner under all conditions.
• Must be familiar with accessing and retrieving information using smart phones and tablets.
• Must work both indoors and outdoors in all weather conditions.
• Must have the ability to exercise good judgment.
• Must be able to work productively with limited supervision.
• Must wear Company-issued uniform/approved footwear.
• Must be able to work in multiple locations in a day if needed due to service

disruptions or needs of service with long periods of standing and walking throughout the shift.

• Must be able to lift 50lbs.
• Perform ticket selling function as needed using the Ticket Office Machine (TOM) or STIM (Station Ticket Issuing Machine).
• Must perform cleaning/sanitizing of all touchpoints throughout the station.
• Work as directed and perform other duties as assigned.
• Knowledgeable of overall railroad operations.
• Knowledgeable of switch and turnout repair, rehabilitation and construction.
• Knowledgeable of FRA regulations as it relates to railroad procedures for maintenance of rights-of-way, track structures, etc.
• Must be proficient in use of Microsoft Office.
• Knowledge of Metro-North Tariff Regulations and pricing structure (i.e., peak/non-peak, zones, etc.); knowledge of Metro-North train schedules, connections, station locations, and branch lines; ability to accurately reconcile daily debits/credits and maintain organized accounting and remittance reports.
• Must possess excellent written and oral communication skills.
• Strong coordination, planning and analytical skills.

• Interpersonal skills.
• Problem identification and resolution skills with the ability to prioritize.
• Detail oriented.

The following is/are preferred:

• Knowledge of Metro-North’s Operations Manual and T&S Department’s MW4 Manual.
• Must be proficient in use of AutoCAD

REQUIRED EDUCATION AND EXPERIENCE

• Must have High School Diploma or General Equivalency Diploma and
• One year of customer service and/or cash handling experience.

The following is/are preferred:

• Experience with business ledger accounts dealing with debits, credits, and reconciliations.

SPECIAL REQUIREMENTS:

• Must complete Metro-North Stations department training.
• Must complete ticket office machine maintenance and operating training for locations with TOM's.
• Must wear prescribed uniform, approved footwear, and Metro-North identification badge.
• Must abide by the Stations Operations department dress code policy.
• Must adhere to rules outlined in the “Station Department Manual".

RATE OF PAY

The starting rate for this position is $27.20/hour (70% of the full rate). The annual wage progression scale is as follows: Year 1=70% > Year 2=70% > Year 3=75% > Year 4=80% >

Year 5=85% > Year 6=85% > Year 7=90% > Year 8=100%. The full 100% rate of pay is $38.85/hour per hour.

SENIORITY

Applicants will establish seniority in the Transportation Communications International

Union (TCU), the union representing Ticket Seller/Station Ambassadors in accordance with the union's current collective bargaining agreement.

ASSIGNMENTS

Must be available to travel to all three Metro-North rail lines, including the New Haven Line, Harlem Line, and Hudson Line.

Note: Candidates must be available to work at any location should they be bumped.

BENEFITS

• Commuter Assistance – based on operating MTA agency (complimentary transportation pass within the MTA’s jurisdiction and tax-advantaged accounts)
• Low Premium – High Quality Health Insurance Plans (lifetime coverage for eligible retirees and their dependents)
• Pension Plans and Retirement Savings Accounts for eligible employees
• Generous Paid Time Off and Holidays provided.
• Tuition Reimbursement for eligible employees
• Employee Assistance Programs
• MTA Exclusive Employee Discount Programs
• Work Life Services team
• Employee Resource Groups

OTHER INFORMATION

Selection Criteria

Due to the competitive nature of the selection process, not all qualified candidates who meet the minimum requirements for the position are guaranteed an interview. To be

selected for a position, one must meet the following criteria: (1) satisfy the minimum requirements listed in the job posting, (2) if applicable, successfully pass a written and practical exam, (3) satisfy a background investigation (including but not limited to,

employment, education, and criminal history), and (4) pass a verbal interview. Metro-North may also require the applicant to undergo a physical ability test, and, if the Company

extends a conditional offer, may require him or her to undergo a medical examination,

which may include toxicological testing. Failure to pass any step within the hiring process will result in the disqualification of your application.

Additional Criteria for Current Employees:

• Current Metro-North employees must be in active service to be eligible for consideration.
• Agreement Employees applying for a position outside of their present craft are

required to have worked in your current union for at least one (1) year preceding the Application Deadline to be eligible to apply for a posted position and have

completed the agreed upon formal training commitment, including on-the-job training or lock-in requirement, if applicable (for example Signal Trainee, Foreman-In-Training, etc.). If you are transferring to another craft, you may be required to forfeit your seniority in your present union.

• Non-agreement employees must have worked in their current position for a minimum of one (1) year preceding the Application Deadline. Along with a

background investigation (including but not limited to, employment, education, and criminal history), employees are also subject to an internal investigation, which

includes an evaluation not limited to discipline records and performance assessments.

• Safety Sensitive/Non DOT-Regulated
• Not Telework eligible

EQUAL EMPLOYMENT OPPORTUNITY/ADA DISCLAIMER

MTA and its subsidiary and affiliated agencies are Equal Opportunity

Employers and encourage qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

If you seek a reasonable accommodation for a medical condition or disability, or for a

religious practice or observance, to participate in the job application or interview process, please notify your MTA representative once you have been contacted regarding the role.