Transit Information Representative ; Hybrid

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 is one of the country’s largest transit systems that employs more than 3,000 people, and prior to COVID‑19, provided more than 80 million rides a year through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

The Transit Information Representative 1 (TIC Rep
1) position will utilize a variety of tools, systems, and transit information technologies to provide accurate, customer‑friendly information to customers and is an expert in communicating route, schedule, stop, and detour information, as well as information about transit policies, procedures, fares, events, and other important customer information. The Transit Information Rep position also documents feedback from customer interactions to support department and agency‑level business decisions.

Additionally, they develop expertise about transit information and transit service which they utilize to assist customers and to support departments across the agency.

This position is eligible for a hybrid (both remote and onsite) telework agreement. This position may be called upon to work other than regularly scheduled hours and/or days with at least eight hours off in between any night or morning assignment (unless otherwise agreed upon with employee). May require beginning and/or ending shift on location.

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.

Internal / External Competitive. This posting will establish a (6) month eligibility pool for current and future openings.

• Deliver accurate, customer‑friendly transit information to riders over the phone, via Chat and SMS/Text.
• Provide excellent customer service and understand and apply the right customer service approaches and techniques to best serve each individual customer.
• Interpret and apply data from trip plans, mapping tools, real‑time systems, and other transit information systems to provide accurate information; customize information based on individual customer needs.
• Document information from each customer contact to ensure data is available to support department and agency‑level decision making.
• Provide feedback to improve phone, text, and chat services and the overall experience for customers; use expertise to inform and influence department and agency‑level decisions.
• Adopt and utilize new tools and systems as they become available, while supporting enhancements of existing tools to best meet customer needs and expectations.
• Educate customers and troubleshoot inquiries around all customer information tools, applications, systems, and programs; resolve customer questions and concerns at first point of contact; and document and report customer pain points to improve customer information tools and systems and the overall customer experience.
• Participate in quality assurance testing and data review for new and existing website tools, customer information tools & systems, and publicly facing customer information.
• Utilize, understand, and educate customers on popular third‑party transit‑information tools and apps; understand and educate customers on multi‑modal transit options as they become available.

• High School graduate or equivalent AND two (2) years of full‑time or equivalent part‑time experience in a general office environment involving interactions with customers and/or the general public via phone, text, chat, and in‑person.

• Customer engagement skills and experience in explaining services and…