Representative, Field Outreach & Community Relations

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Representative, Field Outreach & Community Relations

Salary

See Position Description

Location

Portland, OR

Job Type

Union Limited Term

Job Number

23-00210

Department

Communications and Public Affairs (Union)

Division

Customer Information Services-Customer Service

Opening Date

11/17/2023

Closing Date

Continuous

• Description

• Benefits

Description

The Representative, Field Outreach and Community Relations works directly with customers, TriMet staff and contractors to model and deliver exceptional customer service that increases ridership and builds public approval for TriMet.

They perform a variety of customer-focused duties on buses, on MAX light rail vehicles, at bus stops and MAX platforms, and at special event venues aimed at delivering safe, informed and efficient service that builds confidence in TriMet and promotes continued ridership.

These are Limited-Term positions with an end date of June 30th, 2025.

Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required.

Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.

Essential Functions

1. Serve as a visible, approachable, mobile "face of TriMet" for the purpose of building TriMet's brand and public approval while assisting customers. Use opportunities provided by major destination MAX stations (e.g. PDX, Convention Center or Washington Park) to build ridership and public approval by giving new or occasional customers an exceptional customer experience. Coordinate as needed with external stakeholders such as Port of Portland, Travel Portland, Explore Washington Park and Oregon Convention Center.

   2. Perform personal outreach to customers and operators for service changes, fare changes, planned service disruptions, safety campaigns and special projects for the purposes of improving customer understanding and promoting efficient transit operations. Work closely with Service Planners, Communications staff and others to gain a full understanding of the proposals and the appropriate public messaging. Work with appropriate staff and resources to devise the most efficient way to reach the target audience. Explain--and be prepared to defend--the proposals to customers and operators. Be prepared to meet customer objections and concerns. Gather feedback from customers and employees. Compile that feedback and present to Service Planning and internal stakeholders.

   3. Perform advance outreach and service disruption staffing for planned and unplanned disruptions. Have a thorough understanding of the nature of the disruption, the service alternatives and the communication structure for the event be information and messaging resource for other staff. Provide customers with the necessary information and alternatives to help them successfully adjust to the disruption. Effectively coordinate efforts with Field Operations, Transportation and Safety/Security staff to provide customers with a safe experience marked by accurate information and realistic expectations. Support bus operators, rail operators, security staff and field supervisors by relaying or clarifying information that will help them support our customers. Be prepared to effectively work with customers who may be upset or seriously inconvenienced by the event. Use skills and resources to resolve or mitigate complaints and to reduce chances that customers will stop using our services.

   4. Educate, advise and train customers regarding TriMet services, including routes and schedules, fare system and special programs. Provide new customers with a patient, informed introduction to our services that promotes continued ridership. Actively promote safe behavior when working with customers. Offer public transportation trip planning options that include TriMet and connecting services. Teach customers how to use TriMet information resources, such as printed maps and schedules, trimet.org, and electronic tools. Teach customers how to use system resources to purchase fares.

   5. Work in partnership with TriMet's Operations and Safety and Security staff to identify safety concerns and to promote safe behavior by TriMet customers. Serve as a safety ambassador when working with customers, TriMet staff and contractors. Support Security efforts by serving as "eyes and ears" reporting system security issues. Promote customers' sense of security by being a visible presence on the system.

   6. Provide leadership and on-the-job training for employees who provide direct service to customers (such as 'Ask Me' volunteers, Ride Guides or light duty staff) for purpose of giving them a better understanding of TriMet, our customers and the importance of customer service to our business. Ensure that staff understand: Safety protocols Communication protocols Service plans Service disruption possibilities and potential responses Working with difficult customers Fare sales procedures (if applicable) Relationship of On Street Customer Service resources to Operations and other staff. Assess skills and abilities of staff resources and deploy appropriately.

   7. Provide "customer experience" expertise while serving as an internal resource to help TriMet decision-makers and staff better understand the needs of our customers. Share experience and knowledge of customer perspectives with internal partners for the purpose of helping infuse the customer experience into agency initiatives.

   8. Coordinate with internal partners to design, perform and document quality control audits of system elements that affect the customer's experience. During all duties, be alert to system or equipment defects and report promptly to the appropriate parties.

   9. Work with customers in a way that provides employees with a better understanding of customer needs and a demonstration of effective techniques for serving customers. Use available opportunities to help TriMet bus operators, rail operators, field supervisors, security staff and others better understand service details and information tools. Explain planned, pending or implemented service changes. Clarify details of "bus bridges".

Position Requirements

A High School Diploma/GED or equivalent is required.

Three (3) years of related marketing, sales and community relations experience are required.

Knowledge and/or experience using public transportation are required.

Must have a valid driver's license in the state of Oregon or Washington, with a good driving record with no more than one accident or two moving violations in the previous five years.

Selection Criteria

Knowledge

1. Knowledge and interest in community service.

2. Knowledge of and interest in public transportation and its operations.

3. Knowledge of radio and communication protocols.

4. Knowledge of TriMet system elements (routes, schedules, service planning procedures.

Skills

1. Superior communications and interpersonal skills.

2. Public speaking, comfortable addressing a large audience.

3. Mediation and complaint resolution.

4. Attention to detail.

Abilities

1. Ability to pass a physical examination including lifting up to 50 lbs.

2. Ability to be flexible and to adapt quickly to new situations.

3. Ability and willingness to work days, evenings, weekends and holidays as needed.

   Ability to communicate clearly and effectively in oral and written form.

4. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations.

Type of Position /Grade/FLSA

Union, Non-Exempt, Full-Time. Wage: $20.28 - $25.36 per hour. Wage will be in accordance with the current Working and Wage Agreement. These are Limited-Term positions with an end date of June 30th, 2025.

Selection Process

Candidates will be selected based at a minimum on the result of:

• Application Review

• Driving Record Review - Upon submitting your application, you are required to submit a DMV report from every state (except Oregon) where you have held a driver's license in the past ten (10) years. Refer to online instructions to download and attach documents to your application or fax documents to (503) 962- 3477 or (503) 503-962-7440.

• Supplemental Test

• Panel Interviews

  Supplemental Information

Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.

Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.

If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.

TriMet is an equal opportunity employer, and we are committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly and people with disabilities.

ADA Statement

As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work.

If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation.