Transit Center Agent I, II, and Lead (3 positions)

Green Mountain Transit • Burlington, VT

4d • Onsite

About The Position

GMT is hiring three Transit Center Agents for its Downtown Transit Center (DTC): Agent I, Agent II, and Agent III (Lead). Agents serve as the welcoming, visible face of GMT and support riders with trip planning, fare sales, public announcements, platform assistance, and maintaining a clean and inviting facility. Agents work alongside on-site Security staff and Operations Supervisors. Agent I is an entry-level customer service role, with eligibility to advance to Agent II after at least six months, completed training, and satisfactory performance. Agent II provides expert customer service, handles complex rider issues, trains new agents, and serves as Agent-in-Charge when the Lead is off duty. Agent III (Lead) directs daily customer service operations, coaches and develops the team, manages schedules and coverage, and maintains DTC service standards.

The positions are on-site and non-exempt, and are available as full-time or part-time roles for Agent I and Agent II; the Lead role is full-time. Full-time schedules are Monday through Friday, either 6:45 a.m. to 3:15 p.m. or 10:45 a.m. to 7:15 p.m. The part-time position works primarily Monday through Friday, up to 24 hours per week, with flexibility in determining workdays. Starting wages are $25.00 per hour for Agent I, $27.00 per hour for Agent II, and $32.00 per hour for Agent III (Lead).

Requirements

• Ability to pass standard background checks.
• High school diploma or GED for all positions.
• Agent I: No prior transit experience is required.
• Agent II: Either six months as a Transit Center Agent I with completed training and satisfactory performance, or at least two years of customer service experience in transit, travel, hospitality, or a comparable public-facing role.
• Agent III (Lead): Either two years as a Transit Center Agent II or at least three years of customer service experience, including at least one year in a supervisory or lead role.
• Agent I: Warm, positive, patient approach with people from all backgrounds; clear speaking voice and willingness to make public announcements; ability to learn routes, schedules, fares, point-of-sale, and computer systems; basic math and accurate cash handling; ability to remain calm and courteous in busy or stressful situations; initiative and willingness to go the extra mile for riders.
• Agent II: Expert knowledge of GMT routes, fares, connecting services, point-of-sale, and computer systems; strong math skills and proven accuracy with cash handling, reconciliation, and end-of-day balancing; ability to remain calm and courteous in busy or stressful situations; strong problem-solving and complaint-resolution skills; ability to teach and coach clearly and patiently; sound judgment when working without a supervisor present; advanced de-escalation skills and knowledge of when to involve Security; initiative and willingness to go the extra mile for riders.
• Agent II: CPR/First Aid and Mental Health First Aid certification, or willingness to obtain certification within the first year.
• Agent III (Lead): Proven ability to lead, coach, and motivate a front-line team; expert knowledge of GMT routes, fares, connecting services, point-of-sale, and computer systems; skill in building schedules and managing coverage under changing conditions; advanced de-escalation skills and knowledge of when to involve Security or emergency services; excellent verbal and written communication, including reports and procedures; demonstrated accuracy with cash and financial transactions, including drawer reconciliation and audit-ready records; proficiency with scheduling tools, Microsoft Office or Google Workspace, and point-of-sale systems.

Nice To Haves

• Customer service, retail, food service, or hospitality experience for Agent I.
• Ability to speak a language other than English for Agent I or Agent II.

Responsibilities

• Welcome riders and answer questions in person, by phone, and by email about routes, schedules, fares, transfers, accessibility, and connecting services.
• Help riders plan trips and find the correct boarding bay, providing additional assistance to older adults, riders with disabilities, and first-time riders.
• Sell fares and passes, determine eligibility for discounted fares, process cash and card transactions, and balance cash drawers.
• Make timely public address announcements about departures, delays, detours, and service changes.
• Assist riders on the platform during peak departures and keep them informed about boarding.
• Maintain the DTC lobby and platform through regular walks, spot cleaning, and stocking maps and brochures; report maintenance issues.
• Relay messages, rider feedback, and service information to drivers.
• Use verbal de-escalation and contact Security or an Operations Supervisor when support is needed; do not physically intervene.
• Manage lost and found and complete incident reports as needed.
• Share ideas to improve the rider experience.
• Serve as the resource for difficult trip-planning, fare, and accessibility questions (Agent II and Lead).
• Resolve escalated rider concerns, complaints, refunds, and fare exceptions according to policy, with timely follow-up (Agent II and Lead).
• Serve as Agent-in-Charge in the evenings and when the Lead is off duty; direct break rotations and platform coverage, keep announcements on schedule, and act as the main contact for Security and the Operations Supervisor (Agent II and Lead).
• Complete end-of-shift reports, cash reconciliation, and handoff notes (Agent II and Lead).
• Train and coach new agents through onboarding and sign-offs (Agent II and Lead).
• Coordinate with Operations Supervisors during service disruptions to provide riders with accurate, timely information (Agent II and Lead).
• Own a specialty area, such as rider communications, accessibility programs, or lost and found, and lead at least one rider-experience improvement project annually (Agent II and Lead).
• Work at the counter and on the platform; assign daily duties, platform coverage, and break rotations (Lead).
• Build and publish staggered schedules covering all public hours, including holiday and special-event coverage; manage time off, call-outs, and relief coverage (Lead).
• Coach agents in real time and in regular one-on-ones, and provide the Director of Rider Experience input on hiring, evaluations, promotions, and corrective action (Lead).
• Lead the 90-day onboarding program, coordinate field trainers, and maintain the DTC procedures manual and training materials (Lead).
• Maintain DTC service standards through announcement checks, facility audits, and rider-feedback tracking; report trends and recommendations to the Director of Rider Experience (Lead).
• Audit cash drawers and deposits, resolve variances, and oversee fare inventory (Lead).
• Review incident reports and lost-and-found logs, and prepare regular reports on customer contacts, sales, coverage, and service quality (Lead).
• Serve as the primary customer experience contact for Security, Operations Supervisors, drivers, facilities, and community partners (Lead).
• Lead improvement initiatives and support Agent II projects (Lead).

Benefits

• 8.67 hours of paid time off accrued per pay period, equivalent to more than five weeks off.
• Paid parking pass.
• 100% paid health care coverage, including medical, dental, vision, and prescription, with no employee payroll contribution for health insurance.
• GMT-paid premiums for Short-Term Disability and Long-Term Disability.
• 457 Retirement Plans; after one year, GMT matches 5% when an employee contributes 3%, or matches 7% when an employee contributes 5%.
• Discounted membership to The Edge Sports & Fitness Centers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED