Transit (Platform & Rider Outreach) Ambassador - BRTA

Keolis America•Pittsfield, MA

21h•Onsite

About The Position

The Transit (Platform & Rider Outreach) Ambassador is responsible for engaging with riders, promoting transit programs, ensuring safety, collecting feedback, and supporting operations. This role involves direct interaction with passengers to provide assistance, information, and education about transit services. The ambassador will also play a part in maintaining a safe environment and gathering data to improve the rider experience. Additionally, they will conduct travel training and assist with marketing outreach for new service initiatives.

Requirements

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.
Must have a valid MA driver license with clean driving record.
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.
Applicants must be authorized to work in the United States.

Nice To Haves

Prior transit experience desired

Responsibilities

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.
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.
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.
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.
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.
Conduct rider travel training on various modes including bus and community shuttle/ microtransit.
Develops a level of confidence in transitioning Paratransit riders to bus services.
Assists with the marketing outreach and launch of new service initiatives (i.e community shuttle/ microtransit)