TRIP Agent

Metropolitan Council•Minneapolis, MN

11d•Onsite

About The Position

The Transit Rider Investment Program (TRIP) Agents will provide varied support services to all of Metro Transit’s LRT, BRT & fixed route service; on vehicles, on platforms, at stations & bus stops by performing duties that preserve Public Transit for public good, enforcing Metro Transit’s policies as required and performing other related job duties and responsibilities as assigned. The Transit TRIP Agent will: Proactively engage the public with assistance and resources while utilizing and riding public transit. Will be present on transit vehicles, patrol rail station platforms, transit centers, and Bus Rapid Transit station platforms. Check/enforce fare compliance, while providing a highly visible onsite presence aboard trains, buses, service locations and at all facilities that projects a welcoming, helpful, transit experience that is focused on deterring crime and misconduct. Monitor customer conduct (serve as eyes and ears on vehicles and at facilities). Maintain a high degree of visibility following Metro Transit's code of conduct, report disruptive/destructive behavior, report facility issues, and refer situations to the appropriate support teams. Administer Narcan and CPR when situations arise.

Requirements

High School Diploma or general education degree (GED).
At least (2) years of full-time, or equivalent part-time, experience in customer service or client focused environment interacting directly with the public providing information and assistance.

Nice To Haves

Experience proactively engaging with the public to provide assistance and resources while utilizing and riding public transit.
Experience providing security to the public.
Experience working and collaborating in a group of three (3) or more.
Experience interacting and communicating with public safety officials.
Prior experience requiring the ability maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations.

Responsibilities

Conduct Fare Checks for education, outreach, and enforcement with authority to issue warnings/citations: Conduct fare checks on all Metro Transit Vehicles and fare required platforms. Provide customers with information on fare payment products and processes. May issue warnings/citations for fare evasion.
Provide information to customers on fare payment processes and fare products: Explain general information on transit policies, practices and procedures, transit fares, special events, attractions, and other related matters. Assist customers with general fare questions and off-board payment systems. May attend job briefings for special assignments for LRT & BRT operations.
Assist customers in navigating the Metro Transit system: Respond to inquiries from customers regarding transit route and schedule, detour information, stop locations and fares information. Provide directions to customers and assists them by providing the most direct or convenient route(s). Respond quickly to customer requests and performs other customer service assistance. Respond to inquiries from customers regarding transit route and schedule, detour information, stop locations and fares information.
Provide and ensure a welcoming and safe customer environment at transit locations: Monitor conduct on Metro Transit vehicles and property (serving as eyes and ears on rolling stock and at facilities): Engage with passengers to educate conduct guidelines on Transit vehicles and property. Maintain positive proactive outreach interactions and contact with customers. Maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations and provide excellent customer service in a consistent, non-discriminatory manner. Complete reports such as: Facility Condition Reports, incident reports, Narcan reports, urveys, etc., as required/ directed.
Provide other general customer assistance: May distribute literature, conduct surveys, and communicate information. May assist MTPD, mental health professionals and approved community groups. May mitigate incidental biohazards. Administer Narcan and CPR when situations arise.
Other duties as assigned