Job description
Description
Title: Customer Service Ambassador
Department: Stations
Post Date: 04/28/2023
Close Date: 05/11/2023
Hay Point Evaluation: N/A
100% Hourly Rate of Pay: $35.680344* (See Wage Progression Chart)
Position Classification: Non-Safety Sensitive
Location: Various
Reports To: Branch Line Manager/Assistant Terminal Manager
Union Affiliation: Transportation Communications Union (TCU)
The Long Island Rail Road Customer Service Ambassador will be the front line contact either singly or as part of a team in providing superior customer service in assisting and directing customers by providing up-to-the-minute information and answering questions using the latest technology. This position can be required to work split shifts (two four-hour shifts in a twelve-hour period) at any location, which includes but is not limited to Penn Station, Jamaica, Atlantic Terminal, Grand Central Madison Terminal, and Mets-Willets Point.
The Long Island Rail Road is a twenty four hour, seven days per week operation. This includes holidays, weekends and overnights.
Responsibilities:
Responsibilities may include but are not limited to:
- Communicate to customers, in understandable terms, information regarding ticket types, special packages, on-board tickets, and policies related to travel on the MTA-LIRR & MetroNorth system.
- Remain calm and professional during service disruptions and be able to disseminate accurate and fast changing information.
- Assist customers with directions pertaining to travel throughout the MTA LIRR's four main terminals, 11 branches, major connection points and stations.
- Assist customers in the use of Ticket Selling machines (TSMs).
- Provide direction in 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 and other mass transit points.
- Report any safety or security issues to management as well as any other issues that may affect our customers.
Qualifications:
- A four year high school diploma or its educational equivalent (GED or TASC) approved by a State's Department of Education or recognized accredited organization.
- Must have excellent customer service skills being able to provide information in a clear and professional manner under all conditions.
- Must have the ability to exercise good judgement.
- Must be familiar with accessing and retrieving information using smart phones and tablets.
- Must work both indoors and outdoors in all weather conditions.
- Must be able to work in multiple locations in a day with long periods of standing and walking throughout the shift.
- Must be able to push a wheelchair, luggage and handcarts holding luggage.
- Must be able to work with limited supervision and wear a company issued uniform.
including:
- Full Medical Coverage
- Dental Coverage
- Vision Care
- Life Insurance
- Comprehensive Sick Leave Benefits
- Deferred Compensation
- Vacation/Personal Leave Days
- Transportation Pass Privileges
- Pension Plan
- In-house training seminar
Wage Progression for Employees Hired on or Before September 24, 2014:
70% $24.976241
75% $26.760258
80% $28.544275
85% $30.328292
90% $32.112310
100% $35.680344
New Wage Progression for Employees Hired After September 24, 2014:
70% $24.976241
70% $24.976241
75% $26.760258
80% $28.544275
85% $30.328292
85% $30.328292
90% $32.112310
100% $35.680344
Customer Service Ambassadors may receive an annual, non-pensionable stipend in an amount not less than $500 and no greater than $1,900.
In addition to meeting the minimum requirements of the position, the selection process may include, but is not limited to, a pre-screening assessment (i.e., physical, written and/ or practical evaluation) and interview. Candidates forfeit further consideration in the process if they fail to participate in any step of the process when scheduled. Make up dates/times will not be given. In addition, LIRR employee applicants must be in their current position for the 12 months immediately preceding the close date of this posting and must possess a satisfactory work history, including attendance and discipline record. A record of more than 10 sick leave days without medical documentation in two of the last three years is considered unsatisfactory attendance. Not all qualified applicants are guaranteed an interview due to the competitive selection process. A medical examination and safety sensitive drug/alcohol test may also be required.
How to Apply:
MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.
Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.
EEO Statement
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
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