Port Authority of NY & NJ Careers

About the Role

Temporary Passenger Information Agents (TPIAs) play a critical role in providing an exceptional customer experience for all PATH riders. The TPIA role is a highly visible front-line customer service role; they are the first point of contact that PATH has with its riders. TPIAs work in all stations 24/7 greeting customers, assisting customers with questions, and help them with riding the PATH train. TPIAs are also essential eyes and ears on the ground; they check customer communication equipment, report any broken equipment or customer service issues, and assist with large service disruptions and outages. To succeed in this role TPIAs have a people-first attitude and develop an in-depth knowledge of PATH schedules, policies and fare information. TPIAs take initiative, are responsible and reliable, work well with others and are quick problem-solvers.

Schedule and Work Conditions:

The Temporary Passenger Agent (TPIA) position is a full-time role. TPIAs are required to work rotating shifts including weekdays, weekends, and holidays - Morning Shift (6AM-2PM), Evening Shift (2PM-10PM), Overnight Shift (10PM-6AM). Overtime may also be necessary.

Please Note:

TPIAs are also expected to work in all weather conditions.

TPIAs must be able to stand for up to 8 hours, excluding breaks.

TPIAs must be able to work at all PATH stations in both New York & New Jersey for every shift; scheduled shift times and locations may change by day based on operational need.

TPIAs are expected to show up on time for their shifts and maintain consistent satisfactory attendance.

TPIAs who are not able to meet the above requirements and conditions will not be retained by PATH.

Career Mobility:
Successful candidates who accept a Temporary Passenger Information Agent (TPIA) position can apply for or transfer to other positions (outside of their bargaining unit) within PATH after a period of six (6) months from their date of hire. TPIAs that demonstrate strong performance can grow within the agency and become permanent employees in roles such as conductors, train engineers, communications agents, station supervisors, etc.

Responsibilities

Assist customers traveling on the PATH train with any problems that may arise, such as directions, information for completing purchase transactions, and rail information.

Report malfunctioning equipment for corrective action.

Resolve customer complaints and create a professional and healthy environment.

Able to work effectively under time pressure and for long and extended hours while standing.

Ability to work 40 hours per week with rotating shifts (am, pm, midnight, weekends, holidays, and overtime).

The incumbent will also be expected to work in all weather conditions. Work schedules can fluctuate from day to day and tours and days off can be different.

Minimum Qualifications

·          High School Diploma or GED from an accredited institution.

·          Minimum of two (2) years of work experience in a customer service role

·          Port Authority and/or PATH employees, are not eligible to apply to this posting and must apply to this position internally.

Desired Qualifications

·          Significant customer service experience in a demanding environment that requires constant interaction with the public.

·          Exceptional ability to clearly communicate with the public with courtesy and professionalism.

·          Ability to stay calm under pressure while solving complex problems in a timely fashion.

·          Experience deescalating issues that arise with customers.

·          Experience working with and servicing diverse groups of people from all different backgrounds with respect.

·          Good written and verbal communication skills including effectively communicating with supervisors and upper management.

Selection Process

Qualified candidates will be assessed via an online assessment and those that qualify will be advanced to an in-person panel interview.

Skills Assessed in the Online and Panel Interview:

·          Customer Service Skills

·          Situational Judgement Skills

·          Emotional Intelligence Skills

·          Business Communication Skills

Selected candidates who are made a conditional job offer will be asked to undergo a background check. Only applicants under consideration will be contacted.

Compensation & Benefits

The Port Authority of New York and New Jersey offers an outstanding benefits package and a professional environment that supports development and recognizes achievement.

The starting salary for the Passenger Information Agent position is: $23.12/hour.  This salary is subject to the collective bargaining agreement for this position. Temporary Passenger Information Agents are employed as temporary employees without benefits.  

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