Customer Experience Representative

Customer Experience Representative

Salary

$21.23 - $31.84 Hourly

Location

Operations Maintenance Center 605 S. 48th St. Phoenix 85034, AZ

Job Type

Full-Time

Job Number

AD01140 -1

Division

Transportation

Department

Office of Transportation

Opening Date

08/06/2026

Closing Date

8/14/2026 5:00 PM Arizona

• Description
• Benefits
• Questions

Summary

Support rider safety and service by providing visible customer assistance, submitting service needs and collaborating with operations in the field.

The full pay range for the position is $21.23 to $31.84 per hour with an anticipated starting rate between entry ($21.23) and midpoint ($26.54) of the range. It's essential to note that the actual hourly rate offered will be determined based on several factors, including skills, qualifications, experience, education, certifications, training, and internal equity considerations.

Minimum Qualifications & Requirements

Education and/or Experience:

High School Diploma or GED and two (2) years of experience in:

• Transit station operations and safety
• Public-facing customer service
• Emergency communication and support
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Additional education cannot be substituted for experience

Human Resources reserves the right to call only the most qualified candidates to the selection process

Licenses, Certifications, Other Requirements:

Employment is contingent upon successfully completing all pre-employment requirements, including:

• Background investigation
• Valid Arizona drivers license and the ability to maintain insurability under Valley Metros Vehicle Insurance Policy

Examples of Duties / Knowledge & Skills

The following functions are intended to provide a representative summary of the primary duties and responsibilities of this position and are not an exhaustive list of all duties that may be performed.

• Monitor bus and rail station platforms, ride trains and provide highly visible and engaging customer support to maintain station cleanliness and safety; inspect station equipment; and complete checklists, submit work orders and prepare reports.
• Facilitate communication between the field and Operations Control Center and collaborate and train with operations, maintenance and safety and security personnel to enhance customer experience and better serve passengers.
• Report suspicious or unsafe behavior and notify appropriate emergency services; and may provide minor first aid.
• Serve as a Valley Metro representative to the public as well as internal and external stakeholders; provide assistance with operating the Ticket Vending Machines, educate riders on various programs, eligibility, reduced fares and where to apply; and carry and distribute copper cards as needed.
• Provide resources, advocate on behalf of customers and support special events.
• Performs other duties of a similar nature and level as assigned.

Knowledge of:

• Basic understanding of field station safety inspection practices
• Thorough knowledge of customer assistance procedures in transit settings
• In-depth awareness of reporting and checklist documentation processes
• Advanced comprehension of emergency communication protocols
• Basic knowledge of fare assistance program eligibility guidelines
• Detailed knowledge of public engagement techniques in transit
• Awareness of minor first aid procedures for field application
• Using a computer and related software

Skill in:

• Monitoring station platforms for safety and cleanliness
• Providing high-visibility customer support
• Submitting work orders and daily checklists
• Reporting safety issues to appropriate personnel
• Assisting riders with fare programs and ticket machines
• Collaborating with operations and emergency teams
• Supporting public events and distributing resources
• Communication and interpersonal skills to exchange information and receive work direction

Physical Demands / Work Environment

Work is performed in a combination of office/vehicle/outdoor setting with routine use of standard office and specialty equipment. This role requires light physical exertion; exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly or requires walking or standing to a significant degree.

This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, kneeling, bending, climbing, reaching, twisting, crouching, balancing, crawling, noisy/distracting environment, foot controls, time pressure, tedious or exacting work, changing of tasks, multi-tasking, emergency situation, irregular work schedule/overtime, noisy/distracting environment and working with others on a team.

This role also experiences daily exposure to respiratory hazards, extreme temperatures, noise and vibration, physical hazards and physical danger or abuse; and seasonal exposure to wetness/humidity and communicable diseases.

Valley Metro is a Drug-Free Workplace and an Equal Opportunity Employer

Health Care Benefits

Effective on the first of the month following date of hire, benefited employees will be eligible for health coverage.

• Medical/Vision/Employee Assistance Program (EAP) Insurance
• Dental Insurance
• Life/AD&D Insurance
• Short Term Disability Insurance

Retirement Plans

• Arizona State Retirement System (ASRS)
• 457 Deferred Compensation Plan (Optional)

Holiday Pay

• Paid Holidays

Optional/Additional Benefits

• Voluntary Life Insurance
• Flexible Spending Account
• Tuition Assistance
• Free Employee Bus/Light Rail Card

01

This position requires working a ten (10) hour shift, four (4) days per week, including weekends. Do you have any scheduling conflicts that would prevent you from working this schedule?

• Yes
• No

02

Employment with Valley Metro is contingent upon providing verification of a High School Diploma or GED and successfully completing a background check. Are you able to meet these employment requirements?

• Yes
• No

03

Do you have a valid Arizona Drivers License?

• Yes
• No

04

Are you able to work outdoors in all types of weather conditions?

• Yes
• No

05

Are you bilingual in English/Spanish?

• Yes
• No

06

How many years of front-facing, engaging directly with customers do you have? Please provide a brief overview of your experience.

07

Describe your experience handling confrontational situations involving people from diverse backgrounds. In your response, explain how you remain calm and professional, the de-escalation techniques you use to resolve conflicts, and how you ensure all individuals are treated with respect while maintaining safety.

Required Question

Employer Valley Metro

Address 101 N 1st Avenue

Suite 1400

Phoenix, Arizona, 85003

Phone 602.262.7433

Website http://www.valleymetro.org