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.
Passenger Info Specialist
Responsible for the timely and accurate delivery of train service information to Commuter Rail passengers through a variety of channels including T-Alerts and social media, among others.
Minimum Knowledge and Experience:
- 3 years of experience in Customer Service or communications related experience.
- High school diploma or equivalent, college degree preferred.
- Proficiency in languages other than English are desirable.
Skills:
- Excellent communication skills, both verbal and written.
- Ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis.
- Excellent computer skills with a good working knowledge of Microsoft Office Suite.
- Strong interpersonal and organizational skills.
- Ability to develop a strong understanding of Commuter Rail train operations and other policies/procedures.
Key Accountabilities (Essential Job Duties):
- Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance.
- Directly responsible for providing Commuter Rail passenger information, including but not limited to sending service advisories (T-Alerts) and responding to passenger comments on social media or other channels.
- Monitor a real-time GPS tracking system for Commuter Rail trains and be proactive about identifying possible disruptions or delays.
- Coordinate with train dispatchers, station staff, and appropriate managers to ensure timely and accurate service information is shared with passengers.
- Provide real-time disruption information to Keolis Customer Service staff and in-field personnel as needed.
- Ensure digital LED signs at local stops display accurate boarding information.
- Follow proper protocols for reporting safety issues identified by passengers or employees.
- Follow Passenger Information Center (PIC) guidelines to meet performance goals and standards. This may include the volume, quality, and timeliness of service alerts and/or passenger responses.
- Will be required to cross-train and perform the duties of the Keolis Customer Service Center, which includes answering customer phone calls, sending passenger comments for investigation, logging phone calls into a database, and drafting written responses to address customer comments and concerns.
- Complete other duties as assigned.
Working Conditions (including Physical Demands):
- This position is in an office environment with little exposure to noise, extreme heat or cold, etc.
- Ability to work on a computer, type, and utilize software for long periods of time.
- Ability to travel to Boston on a daily basis.
- Early morning, late night, and weekend work may be required.
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 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.
- 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.
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