at Green Mountain Transit in Burlington, Vermont, United States
Job Description
Downtown Transit Center Agent Program
The Transit Center Agent Program puts a trained, visible, and welcoming person at the center of every rider's experience at the DTC. Transit Center Agents are the "face of the system": they answer questions, sell fares, announce departures, work the platform, keep the facility looking its best, and support the drivers who move our riders.
The Transit Center Agent I (full-time or part-time position) is an entry-level customer service position at GMT’s Downtown Transit Center (DTC). Agents are the welcoming face of GMT: they answer rider questions, sell fares, announce departures, work the platform, and keep the DTC clean and inviting. Agents are supported by on-site Security staff and Operations Supervisors so they can focus on high-value customer service. Agents are eligible to advance to Transit Center Agent II after a minimum of 6 months, with completed training and satisfactory performance. Responsibilities include:
- Greets riders and answers questions in person, by phone, and by email about routes, schedules, fares, transfers, accessibility, and connecting services.
- Helps riders plan trips and guides them to the correct bay, with extra assistance for older adults, riders with disabilities, and first-time riders.
- Sells fares and passes, determines discount fare eligibility, handles cash and card transactions accurately, and balances the cash drawer.
- Makes clear, timely public address announcements for departures, delays, detours, and service changes.
- Works the platform during peak departures to assist with boarding and keep riders informed.
- Maintains the image of the DTC through regular lobby and platform walks, spot cleaning, and stocking maps and brochures; report maintenance issues.
- Supports drivers by relaying messages, rider feedback, and service information.
- Uses calm verbal de-escalation and contacts Security or the Operations Supervisor when a situation needs support; agents do not physically intervene.
- Manages lost and found and complete incident reports as needed.
- Shares ideas to improve the rider experience.
The Transit Center Agent II (full-time or part-time position) is an experienced agent at GMT’s Downtown Transit Center (DTC) who delivers expert customer service, resolves complex rider issues, trains new agents, and serves as Agent-in-Charge when the Lead Agent is off duty. Agents are supported by on-site Security staff and Operations Supervisors so they can focus on high-value customer service. In addition to all Transit Center Agent I duties, responsibilities include:
- Serves as the go-to resource for difficult trip planning, fare, and accessibility questions.
- Resolves escalated rider concerns, complaints, refunds, and fare exceptions according to policy, with timely follow-up.
- Serves as Agent-in-Charge in the evenings and when the Lead Agent is off duty: directs break rotation and platform coverage, keeps announcements on schedule, and acts as the main contact for Security and the Operations Supervisor.
- Completes end-of-shift reports, cash reconciliation, and handoff notes.
- Serves as a field trainer, coaching new agents through onboarding and sign-offs.
- Coordinates with Operations Supervisors during service disruptions so riders receive accurate, timely information.
- Owns a specialty area (such as rider communications, accessibility programs, or lost and found) and leads at least one rider-experience improvement project each year.
The Transit Center Agent III (Lead) (full-time position) directs daily customer service operations at GMT’s Downtown Transit Center (DTC). The Lead works alongside the team, coaches and develops agents, manages schedules and coverage, and owns the DTC service standards. The Lead is the primary customer experience liaison with Security staff, Operations Supervisors, drivers, and community partners. In addition to all Transit Center Agent I and II duties, responsibilities include:
- Works the counter and on the platform; assigns daily duties, platform coverage, and break rotations.
- Builds and publishes staggered schedules that cover every public hour, including holiday and special event coverage; manage time off, call-outs, and relief coverage.
- Coaches agents in real time and through regular one-on-ones; provides input to the Director of Rider Experience on hiring, evaluations, promotions, and corrective action.
- Leads the 90-day onboarding program, coordinates field trainers, and maintains the DTC procedures manual and training materials.
- Owns the DTC service standards through announcement checks, facility audits, and rider feedback tracking; report trends and recommendations to the Director of Rider Experience.
- Audits cash drawers and deposits, resolves variances, and oversees fare inventory.
- Reviews incident reports and lost-and-found logs, and prepares regular reports on customer contacts, sales, coverage, and service quality.
- Serves as the main customer experience contact for Security, Operations Supervisors, drivers, facilities, and community partners.
- Leads improvement initiatives and supports Agent II projects.
Qualifications
Education and/or Experience: For all positions, the ability to pass standard background checks is required. Additionally:
Transit Center Agent I: High school diploma or GED. No prior transit experience required; customer service, retail, food service, or hospitality experience is a plus.
Transit Center Agent II: High school diploma or GED, and either 6 months as a Transit Center Agent I with completed training and satisfactory performance, or 2+ years of customer service experience in transit, travel, hospitality, or a comparable public-facing role.
Transit Center Agent III (Lead): High school diploma or GED, and either 2 years as a Transit Center Agent II or 3+ years of customer service experience, including at least 1 year in a supervisory or lead role.
