Fare Engagement Representatives will maintain the integrity of the fare system by providing proactive passenger education and assistance and enforcing fare and other applicable policies in a consistent, non-discriminatory manner. Representatives will provide excellent customer service during all encounters, particularly when enforcing fare payment regulations and other policies. Representatives will strive to ensure a positive customer experience and notify appropriate personnel of any issue that may impact customer experience or safety, including maintenance or emergency situations on the system, requesting additional instruction or assistance as required.

• Proactively educates customers and answers their inquiries regarding fare products, policies, and payment, including reduced programs.
• Maintains integrity of the fare system and provides excellent customer service about fare inspections and other issues in a consistent, non-discriminatory manner.
  1. Inspects and verifies the validity of fare media; operates handheld fare verification equipment and other electronic equipment as required.
  2. Check that reduced fare users match the credentialing information of account holders.
  3. Ensures appropriate fares are paid, and customers are educated and assisted regarding their fare payment options.
  4. Issues warnings and civil citations to riders found to be in violation of fare regulations.
  5. Completes all required reports for the factual compilation of all data and information to support the successful disposition of all citations issued.
  6. Ensures timely submittal of any documentation in support of citations issued.
• Proactively helps, answers customer inquiries, and maintains a courteous and friendly demeanor with all customers.
• Maintains knowledge of the bus, rapid transit, and commuter rail systems, fare policy, service alerts, and routine information in order to provide direction to our customers.
• Operates communications and safety equipment as needed.
  1. May assist passengers at ticket vending machines.
  2. May assist during special events.
  3. May assist with fare refunds and inquiries during service disruptions.
  4. Fulfills all reasonable requests for assistance made by customers.
  5. Coordinates and communicates all matters of importance with the on-duty controller/supervisor, including unsafe circumstances, property damage, vandalism, or requests for emergency services.
• Appears before Issue Resolution employees to present evidence and testimony of issued citations and/or other issues.
• Provides testimony and written reports as requested.
• Assist customers and employees in the field with any issues that arise.
  1. Handles complaints from the public, resolves them if possible, or obtains sufficient information for follow-up by higher levels of management.
• Making reports, including reports of employee misconduct for discipline or exceptional behavior for commendation.
• Monitor operations against defined service standards.
• Recognizes unsafe and/or potentially hazardous situations and takes appropriate action to ensure safety and avoid interruptions to service, injuries, negative customer experiences and/or damage to property.
  1. Observe and report observed defects and unsafe conditions that may affect safe operations within the system, including potential safety hazards, security issues, and law violations.
• Notifies appropriate personnel of emergencies in vehicles, stations, or park-and-ride lots, requesting appropriate additional instruction or assistance as required.
  1. Assists other employees, sworn law enforcement officials, and others in the event of accidents, emergencies, and other incidents.
  2. Provides appropriate guidance and assistance to customers in the event of a need to evacuate a MBTA vehicle.
  3. Safeguards customers in accordance with prescribed emergency procedures.
  4. Gathers written reports of witnessed incidents or accidents involving MBTA in which MBTA customers or property have been directly or indirectly involved.
  5. Issues emergency transfers and guides or assists customers in accessing alternate bus or train services in the event of a service disruption.
• Ability to maintain composure, accept customer criticism, and deal calmly and effectively in high stress situations.
• Familiarity with the MBTA Safety Plan and the position's outlined responsibilities.
• Perform all other duties and projects that may be assigned.

• Two (2) years of experience in a customer service role providing face-to-face instructions and clarifying information, with demonstrated ability to solve problems and resolve customer inquiries.
• Ability and willingness to enforce all rules and procedures applying to the riding public, and to deal effectively with people, situations, and circumstances.
• Knowledge and understanding of the MBTA system and/or experience riding the MBTA
• Ability to complete and pass required training program by the end of probation period.
• Exceptional interpersonal skills and friendly demeanor.
• Demonstrated ability to remain calm and focused under pressure.
• Demonstrated ability to deescalate confrontational situations. Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
• Ability to communicate with supervisors and customers and maintain good customer relations, both directly and over the phone/radio.
• Ability to understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
• Ability to prepare legible written reports of incidents.
• Ability to use handheld fare inspection equipment and radio.
• Ability to work independently without supervision.
• Ability to appropriately safeguard sensitive rider information.
• Ability to perform the physical requirements of the job to include constantly walking and standing, maintaining stability while walking to include stairs on a moving train or bus, and working in inclement weather.
• Be available to work twenty-four (24) hours per day, seven (7) days per week, 365 days per year.

Preferred Experience and Skills

• Fluency in a second language.