TRIP Agent

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.
Metro Transit, a division of the Metropolitan Council, is one of the country's largest transit systems, employs more than 3,000 people, and provides 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.

How your work would contribute to our organization and the Twin Cities region:

The Transit Rider Investment (TRIP) Agents will provide varied support services to all of Metro Transit's LRT, BRT & fixed route service; on vehicles, on platforms, at stations & bus stops by performing duties that preserve Public Transit for public good, enforcing Metro Transit's policies as required and performing other related job duties and responsibilities as assigned. 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, Bus Rapid Transit. station platforms and could be in a fixed post or roving assignment for each shift.
• Check/enforce fare compliance, while providing a highly visible onsite presence aboard LRTs, buses, service locations and at all facilities that projects a welcoming, helpful, transit experience that is focused on deterring crime and misconduct.
• Monitoring customer conduct (serving as eyes and ears on rolling stock and at facilities). Maintain a high degree of visibility, following the Metro Transit system's code of conduct, reporting disruptive/destructive behavior, report facility issues, pick-up trash on vehicles, platforms or stations and refer situations to the appropriate support teams.

1. Conduct Fare Checks for education, outreach, and enforcement with authority to issue warnings/citations:

• Conducts fare checks on all Metro Transit Vehicles and fare required platforms.
• Provides customers with information on fare payment products and processes.
• May issue warnings/citations for fare evasion. Respond to inquiries from customers regarding transit route and schedule, detour information, stop locations and fares information.

• Explains general information on transit policies, practices and procedures, transit fares, special events, attractions, and other related matters.
• Assists customers with general fare questions and off-board payment systems.
• Special Events assistance.
• May attend job briefings for special assignments for LRT & BRT operations.
• Assist with fare payment systems: on-board, off-board and electronic payment.

• Responds to inquiries from customers regarding transit route and schedule, detour information, stop locations and fares information.
• Provides directions to customers and assists them by providing the most direct or convenient route(s).
• Responds quickly to customer requests and performs other customer service assistance.
• Assisting customers in navigating the Metro Transit system and wayfinding.

• Monitors conduct on Metro Transit vehicles and property (serving as eyes and ears on rolling stock and at facilities):
• Engages with passengers to educate conduct guidelines on Transit vehicles and property.
• Maintains positive proactive outreach interactions and contact with customers.
• Maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations and provide excellent customer service in a consistent, non-discriminatory manner.
• Complete reports such as: Facility Condition Reports, Surveys, etc., as required/ directed.

• May distribute literature, conduct surveys, and communicate information.
• May assist MTPD, mental health professionals and approved community groups.
• Maintains positive proactive outreach interactions and contact with customers.
• May mitigate incidental biohazards.

Education/Experience

• 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.

• Experience proactively engaging with the public to provide assistance and resources while utilizing and riding public transit.
• Ability to check/enforce fare compliance and monitor customer conduct (serving as eyes and ears on rolling stock and at facilities).
• Experience interacting and communicating with public safety staff.
• Prior experience requiring the ability maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations.

• 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.

• Skill in providing 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.

• Stand/walk for long periods of time, sometimes >60min in 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 self-motivation.
• Maintain free from any physical, emotional, or mental condition that might adversely affect the job duties.

Union/Grade: ATU/Wage Class 52
FLSA Status: Non-Exempt
Safety Sensitive: Yes, subject to random non-DOT drug test

Work Environment: Frequently works in a variety of conditions including working around moderate/extreme noise and moderate/extreme weather conditions. Ability to work a non-standard schedule including early morning, late evenings, and weekends, depending on organizational needs.

Physical Requirements: Work in outdoor weather conditions up to two thirds or more of the time. May be around moderate noise such as traffic. Walk, talk, or hear up to two thirds or more of the time. Problem solving and social interaction up to two thirds or more of the work shift.