Job Description

 BLOCK BY BLOCK VALUES YOUR HEALTH. IN ORDER TO FACILITATE HEALTHY INTERVIEWING PROCESSES DURING THIS COVID -19 CRISIS, WE WILL BE UTILIZING REMOTE TECHNOLOGY SUCH AS VIDEO/VIRTUAL INTERVIEWS, WHENEVER POSSIBLE. PERSONAL PROTECTIVE EQUIPMENT IS PROVIDED AND ALL SAFETY MEASURES ARE IN PLACE FOR SAFE AND HEALTHY WORK. WE VALUE OUR AMBASSADORS HEALTH AND PUT THEM FIRST!  

WHAT ARE TRANSIT AMBASSADORS? And how do you supervise them?

Transit Ambassadors are assigned to various stations throughout the MBTA rail system. They serve as the face and the in‐station representative of the MBTA and their primary function is to stay visible WHILE MAKING PEOPLE’S DAY AND KEEPING RIDERS SAFE!

CANDIDATES SHOULD BE PREPARED TO WORK IN VARIED CONDITIONS. Most stations are enclosed, but some have open air and immediate access to the outdoor. It gets hot and it gets cold.

Supervisory Responsibilities:

Addresses minor discipline problems with team members; refers more serious cases to Managers on Duty.

Assists with the planning and preparation of training and orientation for new team members. Duties/Responsibilities: Evaluates constantly to ensure customer service and hospitality are at a premium level.

Works with M OD's to plan priorities and assess skills needed to complete tasks. Assesses Ambassadors to ensure maximum customer service for ridership.

Collaborates with team members to discuss upcoming work assignments; delegates assignments based on team members’ skills and experience.

Ensures work is completely safely, effectively, and in a timely manner.

Assists team members with technical issues or advanced problems with given assignments.

Inspects work performed by team members.

Tracks and logs workers’ time, materials, and other resources used for job purposes.

Required Skills/Abilities:

• Strong supervisory and leadership skills.

• Extensive Knowledge of Customer Service. Our role at MBTA Transit is pure customer service and hospitality. Our mission is to provide the most pleasant and friendly experience for riders of the "T".

• Excellent analytical and problem-solving skills.- We deal daily with the general public. People from all backgrounds and walks of life. We need someone who understands how to keep people happy and help solve problems and how to teach others to do the same.

• Ability to prioritize tasks and to delegate them when appropriate. We are given a very important task of keeping everyone happy and safe. That demands planning and strategy.

• Ability to identify issues and to determine fixes that are needed. We need problem solvers. We need supervisors that can think and act with great judgement and integrity.

• Ability to plan for staffing and resources as needed.

• Strong supervisory and leadership skills.

• Proficient with Microsoft Office Suite or related software as needed to complete reports, logs, and inventory.

Must be able to traverse stations to diagnose issues and plan for safety of ridership and Ambassadors. Ability to handle rerouting employees and ridership of diverted trains in case of extreme emergency.

· APPLICATION OF OPERATING MODEL – apply Block by Block and MBTA standard concepts, processes, practices and policies to daily operations to address local needs and concerns.

· OPERATIONAL OVERSIGHT – Responsible for daily guidance and direction of the Transit Ambassador Program. Develops a custom deployment plan to maximize visibility and effectiveness of resources (personnel) Evaluates daily needs and adjusts the standard deployment plan to meet the daily needs of the service the transit company.

HUMAN RESOURCES – Helps to train, coaches, and mentors staff to create a cohesive team of Transit Ambassadors.

QUALITY ASSURANCE - Ensures service expectations are being met through regular contact with Trainers, Supervisors, MOD’s and General Management. Continuously evaluates the quality of services through measuring individual employee performances compared to expectations and overall program performance, making adjustments as necessary.

CUSTOMER RELATIONS – actively engages customer representatives and stakeholders to discuss issues and to set a course for continual program evolution. Implements new strategies to continually improve service delivery.

HANDS ON – The Shift Supervisor is an important element of the programs visibility and is expected to be a working supervisor to actively participate in daily customer service and safety tasks and duties.

FRONT LINE LEADERSHIP – Responsible to supervise shift duties of the Transit Ambassadors while ensuring compliance to all Block by Block and transit company standards, procedures, and policies.

REPORTING – Uses a combination of standard Block by Block reporting processes combined with processes developed specifically to update stakeholders on accomplishments and program effectiveness. Must be able to provide written reports and provide a basic daily report of accomplishments and tasks completed. Must be able to provide direction and counsel to team members and report concerns to Manager on Duty.

PROFESSIONALISM – Must maintain a positive, professional environment in full compliance with applicable laws, regulations, policies, procedures and overall Block by Block and transit company standards of expected professionalism.

Must have the physical capacity to traverse continuously during an eight hour shift, with normal breaks (two fifteen minutes, and one thirty minute meal break), or remain in a stationary position continuously during an eight hour shift, w/normal breaks (two 15 minutes, and one thirty minute meal break) 75% of the time.

Job Type: Full-time

Pay: $25.00 per hour

Company Description

We provide safety, cleaning, hospitality and outreach services for downtown improvement districts all across the country. We are a great company that is very employee friendly. Block by Block knows that our employees are our biggest asset and treats our Ambassadors accordingly. Our culture is very important to us and we value our work family as one of our biggest assets. We offer benefits to full and part-time employees because we care about everyone's well being no matter how many hours of service to us they deliver. We are devoted to improving our communities and the people who live work and play in them.