Customer Experience Liaison

THIS JOB OPENING IS BEING USED TO FILL CURRENT AND FUTURE VACANT POSITIONS IN THIS CLASSIFICATION AT VARIOUS SHIFTS, LOCATIONS AND ASSIGNED DAYS OFF

Minimum Qualifications

Education

• A high school diploma or a high school equivalency certificate

Experience

• Two (2) years of community and or customer service which involved interacting and engaging with people from a variety of backgrounds as a paid experience.

Certification/Licensure

• Possession of and must maintain a valid driver's license and a satisfactory driving record.

Preferred

Education

• Associates Degree in any field of study relating to Marketing or Business

Experience/Skills

• Speaks multiple languages fluently

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation:

• In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

Job Summary

The Customer Experience Liaison provides a highly visible uniformed presence to assist Metro customers as needed; monitors activities in and outside of Metro stations and on trains, platforms and buses during revenue service; provides administrative assistance to customers; acts as a liaison between Metro, the customer and the community. The incumbent performs a variety of administrative duties and support functions designed to help especially during special events and service disruptions. Through their presence on trains, buses, in and outside of stations and on platforms, the Liaison provides proactive engagement with the public and customers for WMATA.

ESSENTIAL FUNCTIONS

• Rides Metro trains and buses, visits bus stops and terminals on specified lines at designated times to monitor customer activities and perform administrative activities.
• Interacts and engages with WMATA personnel, the public, customers, and others to establish an official presence throughout the transit system.
• Personifies values of customer service and empathy and provides direct customer support by assisting customers with transit related questions including fare system issues, travel inquiries, providing an exemplary customer experience.
• Seeks the assistance of Transit Field Supervisors, Rail Operations Supervisors, Station Managers, Bus Operators, Train Operator and/or Metro Transit Police response in medical emergencies on Metro property providing logistical support when and as needed.
• Provides various routine administrative assistance to Metro operations personnel as it relates to their job functions; operates various office equipment; gathers, maintains and retrieves records as directed; completes required forms and writes basic field reports; enters data into the appropriate computer database or application to track incidents as needed.
• Prepares written reports on incidents and provides them to supervisory personnel in a timely manner; documents other activities as specified by supervisor.
• Observes and reports any type of unusual, unsafe or in need of assistance activity and/or behavior to the appropriate personnel, summons assistance as necessary and as appropriate.
• Works with management to perform outreach services within the community and participates in departmental efforts including issuing flyers and handouts, informational presentations, surveys, and general informational inquiries.
• Participates in and successfully completes required training.
• Works varying hours, nights, weekends, holidays and special events as scheduled.
• Works a substantial time under varied outdoor conditions, including inclement weather.

OTHER FUNCTIONS

• May be required to operate Metro non-revenue vehicles.

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal Background Check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety sensitive positions)
• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.