Fare Ambassador (Term-Limited)

Salary range is $21.63/hour to $43.26/hour, with a midpoint of $26.44/hour. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

This posting will be used to fill multiple vacancies.

These are Term-Limited positions with an anticipated duration of 36 months.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

The Fare Ambassador provides exemplary customer service, improving passengers' experience while utilizing Sound Transit's transit system. The incumbent will conduct fare inspections, provide friendly, accurate, and up-to-date assistance by answering questions, and provide passenger education on how to pay with all forms of fare media and/or apply for Orca Lift regarding transit services.

Fare Ambassadors will perform community outreach activities, working in groups of at least two daily on public transportation at the direction of the Fare Engagement Program Manager or Fare Ambassador Supervisor, and complete daily report outs of shift in a timely manner. The ambassador will become familiar with Sound Transit's service areas and fare structures as well as partner transit agencies services and fares to help passengers complete their transit journey.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Conducts fare inspection and education onboard Sound Transit's Link Light Rail and Sounder Commuter Rail services.
• Documents and issue warnings and/or citations to riders who do not show proper proof of payment.
• Maintains positive working relationships with community staff.
• Maintains knowledge of public transportation information, updates, and options.
• Collects, records, and reports outcome measures.
• Promotes the Orca Lift program and other transit programs to expand community assistance with affordable fare and transit accessibility.
• Provides customer service to passengers on board Sound Transit Link Light Rail and Sounder Commuter rail services and stations and transit centers.
• Assists passengers with local area wayfinding and onboard Sound Transit service vehicles. Training will be provided for assisting passengers with accessibility concerns.
• Assist passengers during service disruptions.
• Flex among changing priorities to meet the needs of passengers on a frequent basis.
• Assesses and responds to high-pressure situations on short notice.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: High School or GED and two years of experience in customer care or community outreach; Or an equivalent combination of education and experience.

Required Knowledge and Skills:

• Must be willing and able to work a flexible schedule that may include evenings or weekend.
• Demonstrate ability to work effectively with individuals of diverse economic, ethnic, and social backgrounds.
• Excellent communication skills, both written and verbal.
• Ability to work independently and creatively in the field without direct supervision.
• Excellent organizational and record keeping skills.
• Ability to read documents, write reports and correspondence, speak clearly and effectively with individuals of all ages and diverse backgrounds.
• Ability to perform solve and apply common sense.
• Possess excellent customer service skills.
• Ability to proficiently use standard computer programs and specialized software system required for projects.
• Must be able to work with multiple volunteers and staff.
• Function with ease in a team environment.
• Must be able to work in extreme weather conditions.
• Must be able to stand for long periods of time.
• Ability to remain calm during stressful situations and maintain situational awareness.
• Ability to interpret and carry out detailed written or verbal instructions.
• Ability to read handwritten copy and/or typed copy of documents from the President/CEO, Board of Directors and Senior Management.
• Ability to speak clearly and distinctly.
• Ability to respond to pressures to meet deadlines for timely processing of information.
• Be vigilant and concentrate.
• Perform repetitive work.
• Work alone and as part of a team.
• Ability to engage with members of the public who may be sleeping, nonresponsive, belligerent, under the influence of substances, and/or experiencing a mental health crisis.
• Maintain confidentiality of information.

Physical Demands / Work Environment:

• Work is primarily completed in a transit environment with minimal office time for trainings, meetings, and other business needs.
• Employees working in field, shop, warehouse, and/or transit vehicle environment may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, drugs, fumes, biohazards, and/or extreme noise.
• Position is responsible for interacting with passengers and verifying payment on trains and platforms; may be subject to bending, eye/hand coordination, grasping, hearing, reaching, repetitive motion, standing, talking, seeing, walking and carrying and lifting of objects up to 25 pounds.
• Fare Ambassadors are required to be available to work within operating hours. This includes weekends, evenings, and holidays.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.