• Job Description

  Req#: NONFR002737

  At Keolis Commuter Services (KCS), we give every team member—and their ideas—a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you’re looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!

  Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.

  We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.

  At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.

  Benefits Package Highlights:

  • Generous Medical & Rx plan
  • Dental & Vision Plan
  • Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
  • Fidelity 401K Program
  • Flexible Spending Accounts
  • Transit and Parking Reimbursement Benefits
  • Employee Assistance Program
  • Company Sponsored Life & Accidental Death and Dismemberment Benefits
  • Education Assistance
  • Short- & Long-term Disability Benefits
  • Voluntary Benefits Plan options including
    • Supplemental health plans for accidents, critical illness, hospital stays
    • Pet, Home, Auto insurance

  Knowledge and Experience:

  • Combination of position-related training, education and experience, with a minimum of 3 years of customer service or communications-related experience.
  • High school diploma or equivalent required; a college degree is preferred.
  • Satisfactory prior work history.

  Skills:

  • Demonstrated excellent communication skills, both verbal and written.
  • Demonstrated ability to respond and react appropriately to stressful situations with confidence and authority.
  • Must have excellent computer skills with a good working knowledge of Microsoft Office, and with a typing speed of 60+ WMP preferred.
  • Must possess strong interpersonal and organizational skills.
  • Must be comfortable using X (formerly known as Twitter).
  • Strongly prefer experiences generating documents in time-sensitive environments.
  • Successful history of matching strong interpersonal skills to business needs.
  • Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive/urgent service issues, and emergency situations on a daily basis.
  • Proficiency in a second language is desirable.

  Key Accountabilities

  • Demonstrate and adhere to the Keolis Commuter Services principles of Employee Engagement, Operational Excellence & Safety, Customer Satisfaction, Corporate Social Responsibility, and Economic Performance
  • Implement and monitor operational practices to ensure equipment reliability and quality service while ensuring a safe and productive workplace.
  • Administer and manage the department’s annual budget to meet financial targets.
  • Analyze utilization of department workforce and facilities to continuously identify improvement in work practices and scheduling.
  • Comply with all safety rules and procedures and report all hazards as required.
  • Directly responsible for all Commuter Rail passenger information, including but not limited to sending service advisories (mbta.com/alerts) and responding to passenger comments and posting service information on social media (X/Twitter - @MBTA_CR) in a timely manner, following the company guidelines.
  • Must coordinate and prioritize dissemination of passenger information in coordination with dispatchers, Customer Services Center, Passenger Assistant team, and station staff.
  • Must develop a good understanding of Commuter Rail services and operations.
  • Will monitor a real-time GPS tracking system for Commuter Rail trains and be proactive about identifying and communicating possible disruptions or delays.
  • Must provide real-time information to Customer Service staff, including the Customer Services Center (calls) and in-field personnel (in stations, etc.).
  • Perform duties to ensure the Passenger Information Center (PIC) meets all performance goals and standards in regards to the delivery of accurate and timely information to passengers. As part of this, must be able to follow protocols and procedures and help improve these with lessons learned.
  • Will be required to cross-train and perform the duties of the Customer Services Center operations functions, which includes but is not limited to the following:
  • Answering customer phone calls, answering questions on social media, and logging phone calls in a database
  • Meeting or exceeding the service level agreements for call duration, speed to answer, etc.
  • Sending passenger comments for investigation to the appropriate departments
  • Drafting written responses and/or calling passengers back to address customer comments and concerns
  • Attend and participate in all assigned training, specifically related to safety and security.
  • Other duties as assigned

  Other Requirements

  • Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check.
  • Drivers’ license preferred.
  • Ability to work flexible hours, as the Passenger Information Center is currently open from 5:00 am to 11:00 pm on weekdays, and from 6:00 am to 8:00 pm on weekends.
  • Ability to work holidays, as the Passenger Information Center is open every day of the year, including holidays.

  Additional Statements

  • Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent receiving a favorable background check. Must pass a physical examination.
  • Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
  • Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
  • EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing
  • ADA Reasonable Accommodation: Keolis CS is committed to the full inclusion of all qualified individuals. As part of this commitment, Keolis CS will ensure that persons with disabilities are provided reasonable accommodations.
  • Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

  #INDHP

  #CB

  Qualifications

  Behaviors

  Preferred

  Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

  Team Player : Works well as a member of a group

  Dedicated : Devoted to a task or purpose with loyalty or integrity

  Motivations

  Preferred

  Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals

• About the company

  Keolis is creating the mobility solutions of the future and has been doing so for over 100 years. Learn how we help communities transportation needs now!

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