Transit Center Agent I, II, and Lead (3 positions)

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.

Essential Job Skills and Abilities:
Transit Center Agent I:

- Warm, positive, and patient approach with people from all backgrounds.

- Clear speaking voice and willingness to make public announcements.

- Ability to quickly learn routes, schedules, fares, and point-of-sale and computer systems.

- Basic math and accurate cash-handling skills.

- Ability to stay calm and courteous in busy or stressful situations.

- Initiative and willingness to go the extra mile for riders.

- Ability to speak a language other than English is a plus.

Transit Center Agent II:

- Warm, positive, and patient approach with people from all backgrounds.

- Expert knowledge of GMT routes, fares, connecting services, and point-of-sale and computer systems.

- Strong math skills with proven accuracy in cash handling, reconciliation, and end-of-day balancing.

- Ability to stay calm and courteous in busy or stressful situations.

- Initiative and willingness to go the extra mile for riders.

- Strong problem-solving and complaint-resolution skills.

- Ability to teach and coach others patiently and clearly.

- Sound judgment when working without a supervisor present.

- Advanced de-escalation skills and knowledge of when to involve Security.

- Accurate cash handling and reconciliation.

- CPR/First Aid and Mental Health First Aid certification, or willingness to obtain within the first year.

- Ability to speak a language other than English is a plus.

Transit Center Agent III (Lead):

- Proven ability to lead, coach, and motivate a front-line team.

- Expert knowledge of GMT routes, fares, connecting services, and point-of-sale and computer systems.

- Skill in building schedules and managing coverage under changing conditions.

- Ability to stay calm and courteous in busy or stressful situations with Advanced de-escalation skills and knowledge of when to involve Security or emergency services.

- Excellent verbal and written communication, including reports and procedures.

- Demonstrated accuracy in handling cash and financial transactions, with experience reconciling drawers and maintaining audit-ready records.

- Proficiency with scheduling tools, Microsoft Office or Google Workspace, and point-of-sale systems.

Benefits

- Wage: Transit Center Agent I - starting wage is $25.00 per hour; Transit Center Agent II - starting wage is $27.00 per hour; Transit Center Agent III (Lead) - starting wage is $32.00 per hou r

- Time Off: 8.67 hours of paid time off accrued per pay period; equivalent to 5+ weeks off.

- Schedule: This is an on-site, non-exempt (eligible for overtime) position. The full-time positions will work Monday through Friday, either 6:45 am to 3:15 pm or 10:45 am to 7:15 pm. The part-time position will work primarily Monday through Friday, up to 24 hours, with flexibility to determine days worked.

- Parking: Paid parking pass included.

- Health: 100% paid health care coverage, including medical, dental, vision, and prescription (NO payroll contribution for your health insurance!). 100% paid premiums for Short-Term Disability and Long-Term Disability by GMT.

- Savings: GMT offers 457 Retirement Plans. After one year, employees who contribute of 3% will be matched by GMT at 5% and employees who contribute 5% will be matched by GMT at 7%.

- Wellness: Discounted membership to The Edge Sports & Fitness Centers (https://edgevt.com/).

This job description is not intended to be a complete statement of the position; it is intended merely to be a guide to the general work to be performed.

GMT is committed to providing a workplace that includes people of diverse backgrounds and fully utilizes their talents to achieve its mission. GMT believes that an inclusive and diverse workplace culture enhances the performance of our organization and our ability to fulfill the agency’s mission.

GMT is an equal employment opportunities (EEO) employer to all employees and applicants for employment without regard to political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services. In addition to federal law requirements, GMT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.