Title: Customer Service Ambassador
Department: Stations
Post Date: 11/23/2022
Close Date: 12/07/2022
Hay Point Evaluation: N/A
100% Hourly Rate of Pay: $35.680344* (See Wage Progression Chart)
Position Classification: Non-Safety Sensitive
Location: Various
Reports To: Branch Line Manager/Assistant Terminal Manager
Union Affiliation: Transportation Communications Union (TCU)

In order to protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021 we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date. MTA will consider exceptions for religious and medical reasons, where appropriate. “Fully vaccinated” means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose, or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose. Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date.

The Long Island Rail Road Customer Service Ambassador will be the front line contact
either singly or as part of a team in providing superior customer service in assisting and
directing customers by providing up-to-the-minute information and answering questions
using the latest technology. This position is required to work split shifts (two four-hour
shifts in a twelve-hour period) at any location, which includes but is not limited to Penn
Station, Jamaica, Atlantic Terminal, Mets-Willets Point, and Grand Central Madison.

Responsibilities may include but are not limited to:

• Communicate to customers, in understandable terms, information regarding ticket types, special packages, on-board tickets, and policies related to travel on the MTA-LIRR system.
• Remain calm and professional during service disruptions and be able to disseminate accurate and fast changing information.
• Assist customers with directions pertaining to travel throughout the MTA LIRR's three main terminals, 11 branches, major connection points and stations.
• Assist customers in the use of Ticket Selling machines (TSMs).
• Provide direction in connecting mass transit systems, local points of interest, landmarks, elevators/escalators, exits, ticket windows, etc.
• Assist customers with limited mobility to exits, platforms, bus stops, cab stands and other mass transit points.
• Report any safety or security issues to management as well as any other issues that may affect our customers.
• Work as directed and perform other duties as assigned.

• A four year high school diploma or its educational equivalent (GED or TASC) approved by a State's Department of Education or recognized accredited organization.
• Must have excellent customer service skills being able to provide information in a clear and professional manner under all conditions.
• Must have the ability to exercise good judgement.
• Must be familiar with accessing and retrieving information using smart phones and tablets.
• Must work both indoors and outdoors in all weather conditions.
• Must be able to work in multiple locations in a day with long periods of standing and walking throughout the shift.
• Must be able to work with limited supervision.
• Must wear Company issued uniform/approved footwear.

• Pension Plan
• In-house training seminar

Wage Progression for Employees Hired on or Before September 24, 2014:

70% $24.976241
75% $26.760258

80% $28.544275

85% $30.328292

90% $32.112310

100% $35.680344

New Wage Progression for Employees Hired After September 24, 2014:

70% $24.976241

70% $24.976241

75% $26.760258

80% $28.544275

85% $30.328292

85% $30.328292

90% $32.112310

100% $35.680344

Customer Service Ambassadors may receive an annual, non-pensionable stipend in an amount not less than $500 and no greater than $1,900.

In addition to meeting the minimum requirements of the position, the selection process
may include, but is not limited to, a pre-screening assessment (i.e., physical, written and/
or practical evaluation) and interview. Candidates forfeit further consideration in the
process if they fail to participate in any step of the process when scheduled. Make up
dates/times will not be given. In addition, LIRR employee applicants must be in their
current position for the 12 months immediately preceding the close date of this posting and
must possess a satisfactory work history, including attendance and discipline record. A
record of more than 10 sick leave days without medical documentation in two of the last
three years is considered unsatisfactory attendance. Not all qualified applicants are
guaranteed an interview due to the competitive selection process. A medical examination
and safety sensitive drug/alcohol test may also be required.

Qualified applicants can submit an online application
button from either the CAREERS page or from the JOB DESCRIPTION page.

Password. If it is your first registration, click on the CLICK HERE TO REGISTER
hyperlink and enter a User Name and Password; then click on the REGISTER button.
All LIRR employees must go to https://www.mymta.info/, sign in using your BSC ID and
navigate to My Job Search and then Careers.
When applying for positions, please ensure that you attach a resume during the application
process and that you receive a confirmation e-mail that your application was accepted. If
you do not receive an email confirmation, your application may not have been received
and will not be able to be considered after the deadline date. If you encounter problems,
please call the BSC Customer Management Center at (646) 376-0123 Monday through
Friday (except MTA HQ holidays), 8:30am – 5:00pm.