Passenger Information Center Specialist

Keolis America, Inc.
Boston, MA Full Time
POSTED ON 10/8/2022 CLOSED ON 6/5/2023

Job Posting for Passenger Information Center Specialist at Keolis America, Inc.

Knowledge and Skills

  • Demonstrated excellent communication skills – both verbal and written.
  • Demonstrated ability to respond and react appropriately to stressful situations with confidence and authority.
  • Must demonstrate the ability to respond and react to stressful situations with confidence and authority.
  • Must have excellent computer skills with a good working knowledge of Microsoft Office package, and with a typing speed of 60 WMP preferred.
  • Must possess strong interpersonal and organizational skills.
  • Must be comfortable using Twitter.
  • Strongly prefer experiences generating documents in time-sensitive environments.
  • Successful history of matching strong interpersonal skills to business needs.
  • Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive/urgent service issues, and emergency situations on a daily basis.    
  • Proficiency in a second language is desirable.

Experience

  • Combination of position-related training, education and experience, with a minimum of 3 years of customer service or communications-related experience.
  • High school diploma or equivalent required; a college degree is preferred.
  • Demonstrate excellent communications skills, both verbal and written.
  • Requires a combination of relevant work experiences, training, and education.
  • Must demonstrate the ability to respond and react to stressful situations with confidence and authority.
  • A minimum of 3 years’ of Customer Service or Communications experience.
  • Satisfactory prior work history.

Key Accountabilities

  • All salaried employees are responsible for the following:
    • Demonstrate and adhere to the Keolis Commuter Services principles of Employee Engagement, Operational Excellence & Safety, Customer Satisfaction, Corporate Social Responsibility, and Economic Performance
    • Implement and monitor operational practices to ensure equipment reliability and quality service while ensuring a safe and productive workplace.
    • Administer and manage the department’s annual budget to meet financial targets.
    • Analyze utilization of department workforce and facilities to continuously identify improvement in work practices and scheduling.
    • Comply with all safety rules and procedures and report all hazards as required.
    • Directly responsible for all Commuter Rail passenger information, including but not limited to sending service advisories (mbta.com/alerts) and responding to passenger comments and posting service information on social media (Twitter - @MBTA_CR) in a timely manner, following the company guidelines.
  • Must coordinate and prioritize dissemination of passenger information in coordination with dispatchers, Customer Services Center, Passenger Assistant team, and station staff.
  • Must develop a good understanding of Commuter Rail services and operations.
  • Will monitor a real-time GPS tracking system for Commuter Rail trains and be proactive about identifying and communicating possible disruptions or delays.
  • Must provide real-time information to Customer Service staff, including the Customer Services Center (calls) and in-field personnel (in stations, etc.).
  • Perform duties to ensure the Passenger Information Center (PIC) meets all performance goals and standards in regards to the delivery of accurate and timely information to passengers. As part of this, must be able to follow protocols and procedures and help improve these with lessons learned.
  • Will be required to cross-train and perform the duties of the Customer Services Center operations functions, which includes but is not limited to the following:
    • Answering customer phone calls, answering questions on social media, and logging phone calls in a database
    • Meeting or exceeding the service level agreements for call duration, speed to answer, etc.
    • Sending passenger comments for investigation to the appropriate departments
    • Drafting written responses and/or calling passengers back to address customer comments and concerns
    • Attend and participate in all assigned training, specifically related to safety and security.
    • Other duties as assigned.
    • Other duties as assigned during emergencies.

 

Other Requirements

  • Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check.
  • Drivers’ license preferred.
  • Ability to work flexible hours, as the Passenger Information Center is currently open from 5:00 am to 11:00 pm on weekdays, and from 6:00 am to 8:00 pm on weekends.
  • Ability to work holidays, as the Passenger Information Center is open every day of the year, including holidays.

 

Additional Statements

Drug and alcohol screening:  Employment contingent upon passing pre-employment drug and alcohol screen.  Also, contingent 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 to 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.

ADA Reasonable Accommodation: Keolis CS is committed to the full inclusion of all qualified individuals. As part of this commitment, Keolis CS will ensure that persons with disabilities are provided reasonable accommodations.

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.  Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible. 

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