Passenger Info SpecialistKeolis • Boston, MA , US
No longer accepting applications
Passenger Info Specialist
Keolis • Boston, MA , US
30+ days ago
Job type
- Full-time
Job descriptionExcellent communication skills, both verbal and written. Ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis. Excellent computer skills with a good working knowledge of Microsoft Office Suite. Strong interpersonal and organizational skills. Ability to develop a strong understanding of Commuter Rail train operations and other policies / procedures. Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance Directly responsible for providing Commuter Rail passenger information, including but not limited to sending service advisories (T-Alerts) and responding to passenger comments on social media or other channels. Monitor a real-time GPS tracking system for Commuter Rail trains and be proactive about identifying possible disruptions or delays. Coordinate with train dispatchers, station staff, and appropriate managers to ensure timely and accurate service information is shared with passengers. Provide real-time disruption information to Keolis Customer Service staff and in-field personnel as needed. Ensure digital LED signs at local stops display accurate boarding information. Follow proper protocols for reporting safety issues identified by passengers or employees. Follow Passenger Information Center (PIC) guidelines to meet performance goals and standards. This may include the volume, quality, and timeliness of service alerts and / or passenger responses. Will be required to cross-train and perform the duties of the Keolis Customer Service Center, which includes answering customer phone calls, sending passenger comments for investigation, logging phone calls into a database, and drafting written responses to address customer comments and concerns. Complete other duties as assigned. This position is in an office environment with little exposure to noise, extreme heat or cold, etc. Ability to work on a computer, type, and utilize software for long periods of time. Ability to travel to Boston on a daily basis. Early morning, late night, and weekend work may be required.
Passenger Information Center Specialist
Responsible for the timely and accurate delivery of train service information to Commuter Rail passengers through a variety of channels including T-Alerts and social media, among others.
Minimum Knowledge and Experience :
- 3 years of experience in Customer Service or communications related experience.
- High school diploma or equivalent, college degree preferred.
- Proficiency in languages other than English are desirable.
Skills :
Key Accountabilities (Essential Job Duties) :
Working Conditions (including Physical Demands)
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Specialist Specialist • Boston, MA , US
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