Passenger Information Representative; Part-time

The Part-Time Passenger Information Representative serves as a front-line representative for the Worcester Regional Transit Authority (WRTA), providing accurate, timely, and customer-focused information to passengers utilizing the Authority’s fixed-route bus system. A key function of this role includes making clear, timely, and effective public address (PA) announcements to keep passengers informed of arrivals, departures, delays, and other service updates.

This position is based at the WRTA Central Hub in downtown Worcester and plays a critical role in supporting Customer Service by assisting passengers and helping maintain smooth communication throughout the facility. The ideal candidate is approachable, detail-oriented, and committed to delivering excellent public service in a fast-paced transit environment.

• Deliver clear and courteous responses to passenger questions, concerns, and service feedback
• Provide route, schedule, and service information to passengers in person at the Central Hub
• Assist riders with trip planning using system maps, schedules, and digital tools
• Provide real-time updates on delays, detours, and service disruptions
• Support elderly and disabled passengers in accessing WRTA services

• Make public announcements and rider notifications at the Hub in a clear, professional, and timely manner
• Communicate directly with dispatch and operations staff regarding service issues
• Ensure consistent and proactive rider communication throughout the Central Hub
• Relay service updates, detours, and operational changes to passengers

• Answer incoming calls and respond to customer inquiries regarding WRTA services
• Document customer interactions and service issues accurately
• Maintain up-to-date knowledge of routes, schedules, and service changes

• Assist with distribution of schedules, maps, and informational materials
• Perform additional duties as assigned

• High school diploma or equivalent required
• Customer service experience preferred (transit, call center, retail, hospitality, or public-facing experience welcomed)

• Speaks with excellent diction and enunciation, ensuring messages are clearly conveyed over PA systems
• Able to deliver announcements in a calm, confident, and easily understood manner to diverse audiences
• Strong verbal communication and interpersonal skills
• Ability to multitask in a busy, public-facing environment
• Basic computer proficiency (Microsoft Office, data entry systems)
• Knowledge of Worcester-area geography preferred
• Ability to speak multiple languages is a plus
• Ability to remain calm, professional, and solution-oriented under pressure

• Work is performed primarily at the WRTA Central Hub with continuous public interaction
• May be required to work outdoors at times throughout the year and must be prepared for varying weather conditions
• Part-time schedule including mornings, evenings, weekends, and holidays as needed
• Fast-paced environment with frequent interruptions and high rider volume

• Ability to stand or sit for extended periods
• Frequent use of phones and computers
• Ability to assist passengers as needed within the facility

Pay: $20.00 per hour

Work Location:

In person