Transit Engagement Specialist (Not a Customer Service position)

Overview
The Transit Engagement Specialist will support the Birmingham-Jefferson County Transit Authority through various duties including but not limited to greeting and assisting patrons, receiving complaints, monitoring safety conditions, identifying and assisting vulnerable and/or disabled individuals, encouraging courteous behavior, quality monitoring, training, and reporting incidents.

The Transit Engagement Specialist personnel will build relationships with Max Transit customers and employees and offer in-person support to riders that is geared to improving the everyday interactions that transit customers’ experience. May require work overtime, weekends, evenings, and/or holidays.

ESSENTIAL JOB FUNCTIONS

• Rides MAX Transit Fixed-Route buses, Paratransit buses and Micro transit vehicles at designated times to monitor activities.
• Greets public, engages conversation to identify needs, being careful to make an excellent first impression.
• Responds to customer inquiries regarding routes, schedules, fares, and other BJCTA services with complete information and recommendations of BJCTA products to meet customers’ needs.
• Handles customer compliments, criticisms, and complaints equally with a calm and pleasant demeanor; attempts to address customer's issues but recognizes when issues need to be elevated to the next level.
• Identify people experiencing homelessness, mental health crises, and addiction and communicate with the necessary field-based staff including the Max Foundation, BJCTA Security and Law Enforcement.
• Act as a liaison between riders and BJCTA staff, ensuring concerns, questions, or issues are addressed or escalated.
• Support community engagement by attending riders’ council meetings, neighborhood events, and stakeholder sessions.
• Contribute to departmental outreach and training initiatives.
• Complete reports, data entries, and documentation in line with BJCTA policies.
• Build trust with riders by listening actively, identifying challenges, and escalating issues appropriately.
• Collaborate with operations and customer experience teams to improve service quality.
• Identify and assist individuals in need of additional support, coordinating with partner agencies when appropriate.
• Participate in rider feedback sessions and communicate insights to management.
• Report safety issues, suspicious activity, and incidents promptly.
• Support training and quality improvement efforts for customer experience programs.
• Represent BJCTA positively in all public interactions.

SUPERVISORY RESPONSIBILITIES

Supervision: None

MINIMUM QUALIFICATIONS

Must be physically able to lift at minimum 40 pounds, drive a company vehicle to distribute bus schedules to outlet locations, malls, and neighborhood community centers, when needed.

• Knowledge of the city and the ability to read city maps. General knowledge of public information and public relations techniques.
• General knowledge of the operation of a multi-line telephone system.
• Ability to type 40 WPM and use Microsoft Office (MS Word, Excel, PowerPoint) and other standard office equipment.
• Ability to learn new technology in the performance of essential job duties, as required.
• Ability to communicate effectively with the public by telephone and in person, projecting a friendly voice while communicating with customers and/or visitor by telephone or in person.
• Ability to establish and maintain harmonious working relationships with others.
• Displays a positive attitude and composure.
• Wear appropriate clothing and attire consistent with position for a professional appearance that represents BJCTA.
• Dependable, self-motivated, and professional person.
• Ability to perform a variety of tasks and the flexibility to change.

Education & Experience: High School diploma, G.E.D. or equivalent plus three years of experience. Or, Associates degree in any related field plus two years of experience.

KNOWLEDGE, SKILLS, AND ABILITIES

Ability and Skill to: read and write English; accept responsibility and work with a team; follow written and oral directions; think and act quickly in emergencies; write accurate and clear reports of incidents; deal courteously, effectively and tactfully with the general public and others; work under pressure; learn to operate phones, radio and computers; listen; stand, sit, or walk while providing in person customer service continuously for long periods of time; approach members of the public who appear to need assistance and ask questions to understand their needs; respect the right of privacy and maintain confidentiality of customers; and be attentive to and accurately record details of interactions and referrals;

BJCTA is a Drug Free/Smoke Free Workplace and an Equal Opportunity Employer.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person