Transit Ambassador

GENERAL DESCRIPTION OF WORK:

Provides in-person customer assistance within VIA’s transit network, helping customers navigate the system and connecting community members to transit resources. Responsible for serving as a visible and approachable presence on buses, at transit centers, and along high-ridership corridors, in support of customer experience initiatives. This non-enforcement role emphasizes rider education, customer assistance, situational awareness, and community engagement, while promoting a safe, accessible, and welcoming environment.

ESSENTIAL FUNCTIONS:

Provides route guidance, wayfinding assistance, trip planning, and real-time service updates to customers and transit riders.

Assists individuals with mobility challenges, new transit riders, tourists, and others needing additional assistance boarding or navigating.

Assists customers and transit riders with fare payment through mobile applications and self-service kiosks as needed.

Builds rapport with transit riders and community members, representing VIA’s core values of respect, inclusion, and service.

Documents customer feedback and service issues, helping improve reliability and satisfaction.

Provides clear, calm, and accurate information during detours, delays, emergencies, on buses, at transit centers, and along high-ridership corridors Maintains high visibility while observing conditions and reporting safety concerns to VIA operations or security.

Encourages compliance with VIA policies through education and positive engagement; this is a non-enforcement role and does not issue citations or perform enforcement.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

REQUIRED EDUCATION AND EXPERIENCE:

Associate’s Degree and one (1) year of experience in customer service, community outreach, social services, or related public-facing roles. Experience may be substituted in lieu of education on a year-for-year basis for up to two (2) years.

PREFERRED QUALIFICATIONS:

Familiarity with San Antonio neighborhoods, popular destinations, and VIA routes preferred.

Multilingual skills, especially Spanish, is highly preferred.

ADDITIONAL REQUIREMENTS:

Knowledge of basic customer service practices and principles.

Knowledge of, or the ability to quickly learn, various software and fare purchase options such as goMobile and Google Transit.

Strong interpersonal, communication and conflict resolution skills.

Ability to communicate clearly and effectively, conveying information in a calm, concise, and helpful manner.

Ability to respond to customer needs and resolve service-related issues in a professional manner.

Ability to independently solve problems and confidently assist customers and transit riders in navigating challenges.

Ability to maintain situational awareness by quickly and accurately recognizing and reporting safety concerns.

Ability to engage respectfully with diverse populations and use effective de-escalation techniques when dealing with difficult and stressful situations.

Ability to stay calm, professional, and solution-focused in dynamic or stressful situations.

Must be able to maintain good work attendance.

Safety Accountability Statement:

• Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

• Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security.

• Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

• Employees are responsible, a nd required , to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must comply with and support all applicable VIA EEO Policies and Procedures.

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5-25 pounds of objects, such as files, equipment and supplies, and books.

Physical ability to walk, stand, and move throughout transit facilities for an extended period.

WORK ENVIRONMENTS:

Field-based role operating throughout VIA’s bus routes, transit centers, and busy corridors.

Exposure to outdoor conditions and variable weather.

Shift work includes early mornings, evenings, and weekends, requiring flexibility.

VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.