At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

The In-Station Field Coordinator will monitor the operational activities of the in-station third-party customer service contractor posts ("contracted personnel") under their jurisdiction to ensure service quality during the night and weekend service hours referenced above, including special events, weather events, planned and unplanned service disruptions, and emergencies.  This is an essential position. During declared States of Emergencies, this position is required to report to work for the assigned work hours.

• Conduct daily, nightly, and weekend visits to station locations within jurisdiction to check in-station third party customer service personnel presence at assigned posts.
• Monitor in-station third-party customer service personnel activity to ensure compliance with MBTA policies and procedures.
• Ensure that in-station third-party customer service personnel are adhering to reporting mandates during regular service, service disruptions, weather events, and emergencies including but not limited to maintenance issues, accessibility issues (ramp and walkway cleanliness, elevator concerns, etc.), and fare equipment issues.
• Ensure all in-station third-party customer service personnel understand service advisories and safety flashes.
• Perform station booth audits to ensure compliance with MBTA standards (cleanliness, heat, overall maintenance), and report and follow up for resolution.
• Prepare weekly written tour-of-duty reports.
• Prepare in-station customer service reports as needed.
• Respond to emergencies as needed.
• Monitor special projects or initiatives as directed.
• Perform all other duties and projects that may be assigned.

Supervision  

• Monitors the operational activities of the in-station third party customer service contractor posts under his/her jurisdiction.

• Bachelor's degree from an accredited institution.
• Five (5) years of customer service experience.
• Three (3) years supervisory/leadership experience.
• Three (3) years field monitoring/auditing experience.
• Proficient in PowerPoint, Excel, and the use of Google docs.
• Excellent verbal and written communication skills.
• Effective organizational, analytical, time management, interpersonal and multi-tasking skills.
• Ability to effectively communicate with customers, employees, and vendors.
• Handle sensitive and confidential information in an appropriate manner.
• Ability to work nights, weekends, and holidays as needed.
• Ability to work effectively with a diverse workforce.
• Ability to travel extensively on the MBTA system during all revenue service hours.

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement. 
• An Associate's degree from an accredited institution an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement. 
• A Master's degree in a related subject substitute for two (2) years of general experience. 
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.  

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a team (or supervise, if required)
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
3. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
4. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
5. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
6. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
7. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
8. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
9. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
10. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.