Passenger Support Representative

Customer Service Representative

The San Diego Metropolitan Transit System is looking for a customer service focused individual to be the face of MTS by assisting customers with ticket sales, providing general passenger assistance and giving accurate route information to the general public. This position allows for a flexible schedule and is a great opportunity to get your foot in the door and start growing your career with MTS! MTS employees thrive on "helping people every day" through the various business functions that help San Designs get to where they need to go.

Under direction of the Passenger Support Supervisor, a Passenger Support Representative is responsible for providing general system and service information, while assisting the public, primarily in a customer facing setting. Activities will include staff support for special events and Agency initiatives, assisting customers at transit stations and MTS Ticket Vending Machines, administering ticket sales and general passenger support assistance. The position requires a positive attitude, excellent customer service skills, and the ability to exercise good judgment.

Expected hours of work for these positions are part-time and scheduled on an as-needed basis. Employees are not guaranteed any specific number of working hours per week. During some weeks, there may be no available assignments. Outdoor as well as indoor assignments should be expected. Outdoor assignments may be subject to inclement weather conditions. Some shifts may start as early as 4:00 am, while others may end as late as midnight. Shifts may range from three to nine hours in length; however, an average shift is four hours long. Shifts will be available on weekdays, weekends, and holidays. The location for each assignment may vary, and pay for time an employee is on duty does not begin until the employee arrives at the assignment location.

Essential functions of this position include:

• Providing general passenger assistance in a friendly and professional manner.
• Giving accurate information regarding ticket purchases and route information to the general public.
• Assisting customers using the MTS ticket vending machines, mobile ticketing application, and fare validation equipment.
• Selling various types of transit fare tickets to the general public.
• Making timely and accurate change for transit fare ticket purchases.
• Representing MTS and public transit at community outreach events in a positive and professional manner.
• Maintaining a good understanding of the regional fare policies, PRONTO fare programs, and other MTS initiatives.
• Assisting with special projects as needed.

Duties may include, but are not limited to, the following:

• Performing other duties as assigned.

The Passenger Support Representative will undergo a training session lasting approximately 5 hours. The training sessions includes an overview of the most-asked questions regarding MTS trolley operations, instruction in use of the ticket vending equipment and fare validation machine, and a review of sales procedures.

Knowledge, skills and abilities for this role include:

• Ability to communicate effectively and speak clearly, distinctly and effectively in person-to-person or small group situations using tact and diplomacy.
• Ability to read, understand and apply MTS policies.
• Ability to work a variety of schedules.
• Ability to travel on their own to and from whatever worksite may be assigned.
• Ability to work quickly and with accuracy when handling cash and provide correct change.
• Ability to stand for extended periods of time and in inclement weather conditions.
• Bilingual skills (English/Spanish) are desirable, although not required.

Physical requirements for this position include:

• Ability to walk, stoop, sit, bend, reach overhead and occasionally lift up to 15 pounds.
• Ability to perform tasks involving manual dexterity, such as handling cash and creating change.
• Ability to stand for extended periods of time and in inclement weather conditions.

Experience/education/certificates/licenses for this role include:

• Candidates must be 18 years of age with a high school diploma, high school equivalency certificate (GED), or equivalent in vocational training.
• Bilingual skills (English/Spanish) are preferred.

General requirements for this position include:

• Must satisfactorily pass all applicable examinations including, but not limited to, a pre-employment physical, drug screen and background check.

EEO IS THE LAW: Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled. MTS is an Equal Opportunity Employer with an ongoing commitment to treat all people, including customers, co-workers and the public at large, with dignity and respect. As a public transportation agency, MTS is committed to providing an inclusive workplace that reflects the diverse communities in which we work and live. MTS supports and promotes an environment that is free of discrimination and harassment. MTS recruits, hires, trains and promotes individuals without regard to race, color, sex, religion, ancestry, national origin, age, gender, marital status, medical condition, pregnancy, physical or mental disability, genetic information, gender identity, gender expression, sexual orientation and military status, veteran status or any other status protected by federal, state or local law. MTS encourages veterans, military spouses and people from different backgrounds to apply for open positions for which they are interested. Additionally, MTS employees are encouraged to refer qualified candidates from all backgrounds and age groups. At MTS, we are committed to a fair and equitable workplace where everyone is a respected and valued member of the team.