Passenger Assistant - Full Time

At Keolis Commuter Services (KCS), we give every team member—and their ideas—a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you’re looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!

Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.

We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.

At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.

Benefits Package Highlights:

• Generous Medical & Rx plan
• Dental & Vision Plan
• Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
• Fidelity 401K Program
• Flexible Spending Accounts
• Transit and Parking Reimbursement Benefits
• Employee Assistance Program
• Company Sponsored Life & Accidental Death and Dismemberment Benefits
• Education Assistance
• Short- & Long-term Disability Benefits
• Voluntary Benefits Plan options including
  • Supplemental health plans for accidents, critical illness, hospital stays
  • Pet, Home, Auto insurance

Key Accountabilities

• Passenger Ambassador – is responsible for the day-to-day delivery of positive and supportive customer-related interactions in a professional and respectful manner.
• Provide commuter rail customers with valuable information and directions to enhance their experience with Keolis Commuter Rail and when traveling on the commuter rail system following the Approach – Engage – Assist protocols.
• Provide passenger assistance, including passengers with special needs
• Support Keolis Customer Service team during service disruptions/track outages and special events in Boston and outlying stations.
• Promote Keolis’ commitment to adopt and implement a culture of customer experience excellence by performing to the highest professional standards in their day-to-day interaction.
• Project a professional image through adherence to KCS’ uniform standards.
• Adhere to Keolis Code of Conduct and policies/procedures.
• Ensure compliance to all related safety rules and procedures, plus, report all hazards as required.
• Attend and participate in all assigned training, specifically related to customer service, safety and security.
• Other duties as assigned during emergencies.

Experience

• High School Diploma or GED.
• General Internet and data entry knowledge.
• 2 years of experience in customer service, commercial and / or transportation operations is preferred.
• Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations on a daily basis.
• Ability to perform in stressful situations and assist in crowd control efforts.
• Excellent interpersonal and communication skills.
• Must be able to effectively multitask.
• Outgoing personality with the ability to work well within a team environment.
• Ability to communicate clearly and effectively, both orally and in writing.
• Self-motivated and able to take direction from management.
• Proficiency with business technology including smart phone and associated applications.
• Proficiency in other language(s) than English is desirable but not required.

Other Requirements

• Employment contingent upon passing pre-employment physical to include drug screen, audiogram & color vision screening. Also, contingent upon receiving a favorable background check.
• Must see examples of business writing or communications created by applicants selected for interview.
• Ability and willingness to work outdoors in different types of weather.
• Ability to independently attend any station on the network at all times of the service hours.

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations on our people and the communities in which we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job, and Keolis retains the right to change or assign other duties to this position. Employees must be able to perform the essential job duties of this position satisfactorily. If requested, reasonable accommodation will be provided to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Keolis is committed to offering our employees.

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals