TRIP Agent

Transit Rider Investment Program (TRIP) Agent

The Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area, is looking for a Transit Rider Investment Program (TRIP) Agent. Metro Transit, a division of the Metropolitan Council, is one of the country's largest transit systems, employing more than 3,000 people, and providing more than 80 million rides a year through an integrated network of buses, light rail and commuter train, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

The Transit TRIP Agent will:

• Proactively engage the public with assistance and resources while utilizing and riding public transit. Will be present on transit vehicles, patrol rail station platforms, transit centers, and Bus Rapid Transit station platforms.
• Check/enforce fare compliance, while providing a highly visible onsite presence aboard trains, buses, service locations and at all facilities that projects a welcoming, helpful, transit experience that is focused on deterring crime and misconduct.
• Monitor customer conduct (serve as eyes and ears on vehicles and at facilities). Maintain a high degree of visibility following Metro Transit's code of conduct, report disruptive/destructive behavior, report facility issues, and refer situations to the appropriate support teams.
• Administer Narcan and CPR when situations arise.

Hourly Pay Range:
For candidates newly hired into the Amalgamated Transit Union (ATU) contract, starting wage is set by the ATU contract. Internal hires will follow Metropolitan Council's union wage guidelines. $30.74 hourly After year one: $34.58 (based on ATU salary rates starting 8/1/2025) After year two: $36.50 (Subject to contract change, based on ATU salary rates starting 8/1/2025) After year three: $38.42 (Subject to contract change, based on ATU salary rates starting 8/1/2025) Internal applicants will be invited to interview based on ATU seniority guidelines, upon passing a Work Record Evaluation.

PLEASE NOTE:

This posting will be used to establish a 6-month eligible list for current and future hires. No updates will be provided until the posting closes. Any, and all, application status updates after that will be provided via email only.

What you would do in this job:

• Conduct fare checks for education, outreach, and enforcement with authority to issue warnings/citations.
• Provide information to customers on fare payment processes and fare products.
• Assist customers in navigating the Metro Transit system.
• Provide and ensure a welcoming and safe customer environment at transit locations.
• Provide other general customer assistance.
• Other duties as assigned

What education and experience are required for this job (minimum qualifications):
High School Diploma or general education degree (GED). At least (2) years of full-time, or equivalent part-time, experience in customer service or client focused environment interacting directly with the public providing information and assistance.

What additional skills and experience would be helpful in this job (desired qualifications):
Experience proactively engaging with the public to provide assistance and resources while utilizing and riding public transit. Experience providing security to the public. Experience working and collaborating in a group of three (3) or more. Experience interacting and communicating with public safety officials. Prior experience requiring the ability maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations.

What knowledge, skills and abilities you should have within the first six months of the job:
Knowledge of: metropolitan area, basic geography, prominent landmarks, and locations. Knowledge of customer relations/service principles and practices. Knowledge of basic business software, Microsoft Office (i.e., Word, Excel, email, etc.). Understand and follow verbal, written and/or demonstrated instructions. Provide effective, accurate, courteous, and professional customer service under stressful conditions and for diverse groups of individuals, in a cordial and professional manner.

Communicate effectively verbally and/or in writing with customers or staff. Requires tact, courtesy, and cooperation in dealings with others where the primary purpose is the exchange of information. Write identifying information, request supplies verbally and/or in writing, to file post and mail materials. Accurately copy data from one source to another. Write routine reports and correspondence. Ability to stand/walk for long periods of time, often more than 60 minutes a variety of climate conditions.

Solve practical problems, interpret instructions, complete simple addition and subtraction, copy, count, and record information. Understand and follow verbal, written and/or demonstrated instructions. Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Work independently with little supervision and…