SALARY: $26.50 – $30.00 PER HOUR

This is a temporary position expected to continue for up to twelve months, after which we will review for possible extension.

Sound Transit is transforming the way we do fare enforcement. We are hiring a team of fare ambassadors to help conduct fare checks on Link Light rail and Sounder commuter trains. The Fare Ambassador Supervisor will manage day to day operations and supervise the Fare Ambassador team, while working together to be the customer service contact for our passengers. Exceptional customer service and communication skills are necessary to help resolve customer issues and foster equity for all. Bilingual (Spanish, ASL, or other) and customer service supervisory experience is ideal!

GENERAL PURPOSE:

This is a direct hire temporary position which is expected to last up to one year.

Under general direction, supervises transit fare ambassador, inspections, citations and related activities under the Central Puget Sound Regional Transit Authority (Sound Transit) Fare Engagement Program.  Essential functions of this class include but are not limited to: investigating alleged violations of fare policy rules & regulations, civil and administrative codes, and other provisions under the jurisdiction of Sound Transit; studying the efficiency of the Fare Ambassador pilot program through field audits, meetings, surveys and other fact gathering techniques; analyzing fare inspection data and reviewing trends; planning the activities of Sound Transit Fare Ambassadors assigned to the enforcement of Sound Transit fare policies; communicating orally with members of the public, agency personnel and with representatives from other departments; supervising Sound Transit Fare Ambassadors in the field; utilizing computer programs and software for drafting reports for management related to the performance of the Sound Transit Fare Ambassador program as well as making recommendations on disciplinary actions of Fare Ambassador employees to Human Resources; and acting as a liaison with other divisions to resolve issues. Performs other related duties as required.

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.

Investigate alleged violations of fare policy rules and regulations, civil and administrative codes, and other provisions under the jurisdiction of Sound Transit, to aid in successful enforcement of these rules and regulations.

• Study Proof of Payment (POP) efficiency through field audits, meetings, surveys and other fact-gathering techniques in order to safeguard and ensure that the fare ambassador unit functions effectively.  Ensures that Sound Transit revenue is not being lost due to negligence.

• Analyze fare inspection data and reviews trends using spreadsheets and other computer programs in order to make recommendations to management. Enters data into spreadsheets and other applications, as well as retrieving the data when necessary. This data includes information on rates of enforcement/evasions, achievement of department goals, etc.

• Plan the activities of Transit Fare Ambassadors assigned to the enforcement of Sound Transits fare policies in order to ensure compliance with fare policies and procedures and to maintain integrity of the Fare Ambassador Team. Keeps records on personnel performance, attendance as well as conducts training.

• Communicate orally with members of the public, agency personnel and with representatives from other departments. Resolves fare disputes with patrons, explaining Sound Transit fare policies and providing other information requested by patrons. Successfully resolves issues with Fare Ambassador Staff, resolves problems related to fare issues with patrons.

• Supervise Transit Fare Ambassadors in the field. Participates in POP activities to ensure the Fare Ambassador Team is operating efficiently and revenue is not being lost.

• Draft reports for management related to the performance of the Fare Ambassador Team as well as makes recommendations on disciplinary actions of Fare Ambassador Employees to Human Resources. Sends correspondence to the Program manager and writes memos on recommendations for possible policy changes. Drafts operation plans on special events.

• Assign schedules for Transit Fare Ambassadors to ensure the shifts are staffed appropriately, as well as assigns overtime to fill voids in shifts. Ensures that employees are paid appropriately by entering payroll data and tracking hours worked.

• Act as a liaison with other divisions to resolve issues that may require coordination and communication. This includes working with the SPD, Seattle Fire, Sound Transit Security, Sound Transit Sheriff etc. to resolve issues.

• Plan, direct, coordinate, and review the work of assigned staff; assign work activities and coordinate schedules, projects, and programs; provide constructive feedback; review and evaluate work and make effective suggestions and recommendations.

• Coach, train and motivate staff; coordinate and/or provide staff training; and manage employee relations; manage the workflow and prioritization of projects and measure the performance of the division and all related staff and takes appropriate corrective action when necessary; provide advice and counsel to staff; develop developmental work plans for staff; implement or recommend corrective action, discipline and termination procedures as appropriate/necessary.

• Perform all functions of the Fare Ambassadors staff as needed.

• Champions & models Sound Transit’s core values and demonstrates values-based behaviors in everyday interactions across the agency.

• Contributes to a culture of diversity, equity & 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:

Minimum HSD/GED/or equivalent and at least three years of experience in supervising and leading customer services support functions and operations for a large program/organization that includes public relations and marketing experience. Experience and proficiency in Microsoft computer applications.

Required Licenses or Certifications:

WA State Driver’s License

Required Knowledge of and Skills:

• Transit operations, services, and activities of the fare ambassador pilot program and customer services functions.

• Transit systems, operations, maintenance, facilities, and planning.

• Principles and practices of program and project development and administration.

• Policy and procedure development.

• Pertinent federal, state, and local laws, codes, and regulations as they apply to transit operations.

• Principles of financial management (expenditure tracking, variance identification, revenue tracking.

• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.

• Principles and practices of governmental budget preparation and administration.

• Principles of business letter writing and basic report preparation.

• Communication strategies, tools, and techniques.

• English usage, spelling, grammar, and punctuation.

• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.

• Principles of supervision, training, and performance evaluation.

• Ability to systematically set about a course of  thought or action to achieve a specific goal regarding Fare Engagement activities; organize the varied elements of an assignment or situation into a logical sequence, based on a planned, organized course of thought or action;

• Ability to develop operation plans in order to achieve objectives or goals; supervise the work of subordinates as assigned;

• Ability to act calmly, effectively, and quickly in emergency situations; motivate employees and be fair and decisive when dealing with subordinates; speak clearly, concisely, and in an easily understandable manner, for the purpose of obtaining or exchanging information; use appropriate language and terminology when needed including technical terms;

• Ability to articulate Sound Transit policies and regulations to individuals and adapt one’s speaking behavior to make persons feel at ease; learn to communicate by handheld electronic equipment; listen with comprehension; generate memos, reports studies, letters, or other documents relating to a specific assignment;

• Ability to use appropriate grammar, spelling, and punctuation; write clearly and concisely; use appropriate terminology when referring to technical matters; preparing spreadsheets and various documents utilizing Microsoft Word, Excel, PowerPoint, Outlook etc.; possess a valid driver license; operate a vehicle with in the laws and regulations defined in the Washington State and Sound Transit Vehicle Code.

• Identifying problems or issues by looking at seemingly unrelated incidents, and bring to a conclusion specific situations in compliance with stated guidelines or agency directives in a timely, just and unbiased manner;

• Making decisions based on fare inspection data reports, spreadsheets and other adhoc reporting; assess the relative impact of various solutions to a problem; use independent judgment  on routine matters;

• Interacting courteously and effectively with a variety of people for the purpose of gathering and/or assimilating information; respond to verbal cues when interacting with others;  interact courteously and effectively with  Sound transit employees, co-workers, other City & County employees, the general public, and representatives from other agencies.

• Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.

• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups and the public.

• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.

• Applying principles and practices of leading, coaching and mentoring staff.

• Identifying and responding to sensitive community and organizational issues, concerns, and needs.

• Interpreting and applying applicable federal, state, and local policies, laws, and regulations.

• Complaint resolution and problem solving.

• Presentation development and public speaking skills.

• Preparing and analyzing complex data and comprehensive reports.

• Responding to inquiries and in effective oral and written communication.

• Researching, analyzing, and evaluating new service delivery methods and techniques.

• Applying project management and program development techniques and principles.

• Working cooperatively with other departments, Agency officials, and outside agencies.

• Developing, monitoring departmental, and program/project operating budgets, costs, and schedules.

• Supervising, leading, and delegating tasks and authority.

Physical Demands / Work Environment:

• Requires standing and walking for long periods of time on moving vehicles, uneven terrain and unstable surfaces; running short distances; climbing stairs; lifting and bending; wearing attire as specified by Sound Transit; working in inclement weather; face-to-face contact and communication with the public who are sometimes hostile and use rude language.

• Employees may be required to work varying hours and/or shifts, including weekends, evenings and holidays.  Requires use of computer software applications such as Microsoft Word, Excel, PowerPoint, and Outlook.

• Work may also be performed in a standard office environment.

• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds; may occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, infectious disease, and extreme noise when conducting site visits and working in the field.

• 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)