Transit Ambassadors

Job Title: Transit Ambassador

Department: Customer Experience or Operations

Reports To: Customer Experience Officer or COO

FLSA Status: Non-Exempt

Work Location: Assigned MATA Transit Centers

Schedule: Variable shifts including early mornings, evenings, weekends, and holidays

Job Function: The Transit Ambassador provides frontline customer service and operational support at MATA transit centers. This role serves as a visible, knowledgeable, and approachable presence to assist riders with trip planning, service information, way finding, and issue resolution while supporting safe, orderly, and efficient transit center operations.

• Greet riders and provide accurate information regarding routes, schedules, fares, transfers, and service changes.
• Assist with trip planning and navigation.
• Support seniors, riders with disabilities, tourists, and first-time riders.
• Address rider concerns professionally and escalates issues when appropriate.

• Maintain visible presence at assigned transit centers.
• Assist with crowd flow during peak periods or disruptions.
• Report maintenance, cleanliness, or equipment issues.
• Provide real-time service updates as directed.

• Observe and report safety hazards or policy violations.
• Use verbal de-escalation techniques.
• Coordinate with Transit Police or supervisors when necessary.

• Document rider interactions, incidents, and service issues.
• Record customer feedback and identify trends.
• Complete required activity logs and reports.

Education: High school diploma or GED required.

• One (1) year of customer service or public-facing experience preferred.
• Strong communication and interpersonal skills.
• Basic computer proficiency.
• Ability to stand and walk for extended periods.

• Frequent standing and walking.
• Ability to lift up to 25 pounds occasionally.
• Ability to work indoors and outdoors in varying weather conditions.