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Passenger Concierge
Passenger ConciergeKeolis • Boston, MA , US
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Passenger Concierge

Passenger Concierge

Keolis • Boston, MA , US
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At Keolis Commuter Services (KCS) , we give every team member—and their ideas—a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you’re looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!

Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.

We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.

At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.

Benefits Package Highlights :

  • Generous Medical & Rx plan
  • Dental & Vision Plan
  • Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to  railroad workers and their families.
  • Fidelity 401K Program
  • Flexible Spending Accounts
  • Transit and Parking Reimbursement Benefits
  • Employee Assistance Program
  • Company Sponsored Life & Accidental Death and Dismemberment Benefits
  • Education Assistance
  • Short- & Long-term Disability Benefits

Voluntary Benefits Plan options including Supplemental health plans for accidents, critical illness, hospital stays

Pet, Home, Auto insurance

Passenger Concierge

This position serves as extra support to ensure smooth daily operation of the station (North Station, South Station, or Back Bay) and provides excellent customer service in multiple capacities as needed.

Knowledge and Experience :

  • Must possess high school diploma or equivalent credential. Some college preferred.
  • Must be available to work various hours and days.
  • Requires thorough knowledge of fares and schedules.
  • Ability to handle large sums of money and balance ticket stock with revenue.
  • Must pass and qualify on skills test for all roles within 30 days.

    • Skills :

  • Must possess excellent communication skills both oral and verbal.
  • Must be able to annunciate clearly.
  • Must possess excellent interpersonal skills.
  • Must be computer literate. Prefer experience with Excel and Microsoft Office.
  • Previous supervisory experience preferred.

    • Key Accountabilities :

    Ticket Agent

  • Responsible for assisting customers with fare purchases and providing information (4 hours at the Ticket Window and 4 hours on the Concourse) in a prompt and friendly manner.
  • Sells single-ride, round-trip tickets and Special event tickets to all passengers on the Concourse utilizing a mobile device and printer accurately accounting for daily sales.
  • Receives, verifies and records cash remittances from on-board sales from Conductors and Assistant Conductors. Records Daily remittances in Rail Sales
  • Responsible for ticket stock inventory and recording in TRAC and Rail Sales.,
  • Balances ticket sales and Rail Sales with cash receipts. Is responsible for shortages within the guidelines of the Customer Service Department Policy.
  • Maintains bank in appropriate denominations.
  • Must have thorough knowledge of fares and schedules.
  • Assists in the training and onboarding of new Employees.
  • Must pass and qualify on skills test in first 30 days.
  • Performs other duties as assigned.

    • Ticket Agent NRP Downeaster

  • Responsible for selling transportation on NRPC Downeaster, requiring thorough knowledge of fares and schedules.
  • Maintains daily accounting records and prepares individual funds for deposit.
  • Performs other related duties as assigned.
  • Must pass and qualify on skills test in first 30 days.
  • Other duties as assigned.
  • Must pass and qualify on skills test in first 30 days.

    • Information Clerk

  • Responsible for assisting customers with Commuter Rail information, announcement and posting of approximately 130 daily train departures.
  • Works with Trainmaster to ensure timely dissemination of train status.
  • Other duties as assigned.
  • Must pass and qualify on skills test in first 30 days.

    • Solari Operator

  • Responsible for the timely operation of the Train Information Display System to ensure the delivery of information regarding the departure times, track assignments and status of all Commuter Rail trains to passengers.
  • Responsible for announcing Commuter Rail train departures, including initial boarding, repeating track assignments and announcing final boarding calls.
  • Communicates with CETC Operation to monitor train movement entering and departing the station. Works closely with Trainmaster to keep appraised of changes in equipment and / or mechanical issues. Must be able to annunciate clearly and have excellent communication and interpersonal skills.
  • Other duties as assigned.
  • Must pass and qualify on skills test in first 30 days.

    • Lost and Found Agent

  • Receives, tags and properly stores lost items from employees and customers and returns lost items to owners using approved procedures.
  • Responds to inquiries from customers in person and via telephone with regard to lost & found issues.
  • Other duties as assigned.
  • Must pass and qualify on skills test in first 30 days.

    • Cashier

  • Handles large sums of money and balances ticket stock with revenue.
  • Responsible for distribution and recall of ticket stock and accounting for stock in TRAC System. Acts as liaison with Revenue Accounting to ensure adequate stock at all times.
  • Responsible for verification of daily ticket agent sales, conductor remittance.
  • Reconciles and audit agent sales in TRAC / RailSales system as well as Amtrak / NRPC Downeaster.
  • Executes daily banking and accounting functions. Audits and maintains adequate station working funds and balance daily.
  • Completes and provides daily and monthly sales reports.
  • Oversees daily station activity Example (Daily Safety and Job Briefings, covering lunches etc…)
  • Assists Ticket office Manager with Station staffing and scheduling.
  • Other duties as assigned.
  • Must pass and qualify on skills test in first 30 days.
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