Transit (Platform & Rider Outreach) Ambassador - BRTA

Transit (Platform & Rider Outreach) Ambassador - BRTA       

Hourly Wage Range: $21.00 - $22.00

Knowledge and Experience:

• High School Diploma or equivalent.
• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Ability to work flexible schedules that may include nights, weekends, and holidays.
• Computer literate.
• Prior transit experience desired
• Must have a valid MA driver license with clean driving record.

Skills:

• High level of attention to detail.
• Effective communication skills, both written and oral.
• Excellent Customer Service skills
• Strong organizational planning skills.
• Strong practical skills.
• Strong analysis and problem-solving skills.

Key Accountabilities:  

Customer Engagement & Support

• Actively engage with riders on platforms, in stations, and onboard vehicles to provide assistance and directions.
• Answer questions regarding routes, schedules, fares, and system services.
• Support riders with trip planning and wayfinding, including use of mobile apps and kiosks.
• Provide assistance to seniors, individuals with disabilities, tourists, and other riders needing additional support.

Rider Outreach & Education

• Promote awareness of transit programs, service changes, and improvements.
• Educate riders on system policies, fare payment procedures, and safety guidelines.
• Participate in outreach campaigns, events, and community engagement initiatives.
• Distribute informational materials and resources.

Safety & Environment Support

• Maintain a visible presence to enhance perceived and actual safety across stations and platforms.
• Observe and report safety concerns, suspicious activities, or maintenance issues.
• Support de-escalation of minor conflicts using customer service and communication skills.
• Coordinate with transit police, operations staff, or emergency services when necessary.

Data Collection & Feedback

• Gather rider feedback, insights, and concerns to inform service improvements.
• Document interactions, observations, and incident reports as required.
• Support surveys and data collection efforts to assess rider experience.

Operational Support

• Assist during service disruptions by providing real-time information and directing passenger flow.
• Help manage crowds during peak hours, events, or emergencies.
• Collaborate with operations and customer experience teams to ensure consistent messaging.

Travel Training

• Conducts rider travel training on various modes including bus and community shuttle/ microtransit.
• Develops a level of confidence in transitioning Paratransit riders to bus services.

Marketing Outreach

• Assists with the marketing outreach and launch of new service initiatives (i.e community shuttle/ microtransit)

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.  Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions. 

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants. 
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

INDHP