Date Start
22-Jan-2021

Closing Date
11-Jun-2021

Qualifications

We’re transforming our transit operations to deliver a world class experience for our customer.

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must successfully complete 90-day probationary period upon completion of training course.

 

EDUCATION and/or EXPERIENCE

Associate degree in Business Administration, Business Management or related field is required.  Four years of customer service delivery experience in a service organization (i.e. transportation, hospitality, restaurant, etc.).  Previous experience in a supervisory capacity is required.  Excellent verbal and written communications, analytical, and problem-solving skills are required.  In lieu of the educational requirement, directly related experience may be substituted on a year-for-year basis.

Basic Functions

SUMMARY

Supervises the day to day activities associated with all elements of the MARTA customer and employee station experience including, but not limited to, full functionality of customer facing amenities and back office systems that impact safety, security and service delivery.  Ensures station appearance, cleanliness and amenity performance are maintained above established Standards of Care.  Ensures patrons enjoy their travel through MARTA rail stations from any point of arrival or departure to include all paid and unpaid station areas and grounds such as parking lots and decks, KISS rides, bus loops, sidewalks, stairs, elevators and escalators.  Oversees the maintenance of all major amenities such as lighting, faregates, audio visual equipment, signage, phones, benches, and artwork to be clean, presentable and highly functional.  Proactively plans short and long-term activities to provide the best possible customer experience.  Plans, evaluates and works to continually improve subordinates work performance and customer service skills, and renders assistance, as required.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Proactively plans and supervises all customer service delivery and cleaning activities to include light and heavy rail station cleaning to ensure the best possible customer experience.
Stays highly visible while continuously monitoring and coaching subordinates who are responsible for delivering customer service and cleaning the totality of the rail station environment. Holds subordinates accountable for meeting established work performance standards.
Ensures subordinates are properly trained in all aspects of customer service delivery to include effectively supporting large scale events and service disruption recovery.
Works collaboratively with the Zone Superintendent to continually improve internal and external factors affecting the customer experience by using work programs, performance measures and customer surveys to implement and recommend rail station improvements and enhancements. May act in place of a Zone Superintendent on an as-needed basis.
Interacts with other MARTA business units, contracted service entities, and other stakeholders in order to maintain and enhance the rail station environment to the betterment of both internal and external constituencies.
Promotes a Safety First Culture and works diligently to mitigate all real and potential hazards to personnel and property.

Performs other related duties as assigned.

Special Requirements

This position has been identified as having responsibility for transit safety oversight at MARTA and is required to comply with the training requirements identified in the Authority’s Agency Safety Plan. Training requirements must be completed within 3 years of employment

Must have a valid Georgia driver’s license.

MARTA is a Drug Free Workplace.  Participation in MARTA’s Drug & Alcohol Program is a condition of employment.  Failure to adhere to MARTA’s Drug & Alcohol Program will result in termination. Every MARTA employee is responsible for reading and observing the requirements of the Drug & Alcohol policy.  This position has been identified as SAFETY SENSITIVE.

 

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Classification
Exempt Straight

Number of Openings
11

Reports To
OFFICE ADMINISTRATOR II

Salary Grade
00016

Work Hours
40

Posting Type
Both Internal and External

To apply for this job email your details to MARTA_Diversity@itsmarta.com