*This job opening is being utilized to establish a qualified candidate pipeline that will be used to fill future vacancies.

Marketing Statement

Would you like to make an impact by working at the heart of the second largest transit system in the United States? Do you possess the necessary skills to be a customer service ambassador, helping the riding public navigate through the Metrorail system?

The Washington Metropolitan Area Transit Authority (WMATA) is seeking talented individuals with exceptional customer service skills to join the Trainee - Station Manager Program. Trainees in this role will learn the responsibilities of providing operational customer-oriented service to all customers who use the Metrorail system.

Station Managers are responsible for demonstrating stellar customer service and customer care while safely operating all station equipment and systems. Station Managers interact with the public daily and must be able to maintain a professional demeanor.

We are looking for customer service-focused individuals who value safety and customer care above all else. Successful candidates must have superior interpersonal, communication, customer care, and multi-tasking skills. This role is immensely rewarding and is central to the customer-focused nature of running the DC region's transit system.

MINIMUM QUALIFICATIONS

Education

· High School Diploma/GED

Experience

· Some Customer Service experience preferred

Other Requirements

· Successful passing of Customer Service Screening Test

· Successful passing of Agility Test

Certification/Licensure

• Roadway Worker Protection (RWP) Level 2

Preferred

• Demonstrated Customer Service experience

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.

SUMMARY

The Station Manager Trainee will learn to perform stellar customer service and operational oriented front-line work of a rail transportation service nature. The incumbent serves as a customer ambassador and demonstrates a professional, courteous, pleasant and helpful demeanor towards the public always. The incumbent maintains a professional composure while interacting with the public in what can often be stressful situations, making a positive customer experience a priority. Additionally, the incumbent will learn and become technically proficient on the safe operation of all station equipment and systems.

ESSENTIAL FUNCTIONS

The Trainee will learn and demonstrate proficiency in performing the following:

· Proactively assist customers in navigating the Metrorail system and using station equipment. This will include providing assistance on train schedules, automatic fare collection (AFC) equipment and fare media, providing directions/way-finding, granting restroom access, assisting with escalator/elevators, parking and general inquiries, etc.

· Make announcements via the public-address system to inform customers of service adjustments and effectively communicate to large groups during emergencies, events and rail disruptions, providing customers accurate and timely information.

· Interact professionally with customers in a calm, supportive demeanor and work toward a quick resolution of their concerns/issues or emergencies, ensuring an excellent customer experience.

· Report emergencies or unusual occurrences (i.e. vandalism) to Operations Control Center and complete required written reports.

· Routinely monitor all parts of the rail station through manual observation and through Closed Circuit Television (CCTV) screens, identifying and reporting any issues accordingly.

· Monitor and immediately respond to the operation of escalators/elevators and the status of all fire detection equipment through the use of annunciator panels.

· Operate reversible passenger gates as required by station configurations and respond to problems indicated by AFC machine status display. Assist with egress of customers from the station.

· Complete understanding of station layout, areas of refuge, emergency evacuation routes and associated equipment.

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.