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TRIP Agent

TRIP Agent

Metropolitan CouncilMinneapolis, MN, United States
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WHO WE ARE

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit , a division of the Metropolitan Council, is one of the country's largest transit systems, employs more than 3,000 people, and provides more than 80 million rides a year through an integrated network of buses, light rail and commuter train, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region :

The Transit Rider Investment (TRIP) Agents will provide varied support services to all of Metro Transit's LRT, BRT & fixed route service; on vehicles, on platforms, at stations & bus stops by performing duties that preserve Public Transit for public good, enforcing Metro Transit's policies as required and performing other related job duties and responsibilities as assigned. The Transit TRIP Agent will :

  • Proactively engage the public with assistance and resources while utilizing and riding public transit. Will be present on transit vehicles, patrol rail station platforms, transit centers, and Bus Rapid Transit station platforms.
  • Check / enforce fare compliance, while providing a highly visible onsite presence aboard trains, buses, service locations and at all facilities that projects a welcoming, helpful, transit experience that is focused on deterring crime and misconduct.
  • Monitor customer conduct (serve as eyes and ears on vehicles and at facilities). Maintain a high degree of visibility following Metro Transit's code of conduct, report disruptive / destructive behavior, report facility issues, and refer situations to the appropriate support teams.

Hourly Pay Range : For candidates newly hired into the Amalgamated Transit Union (ATU) contract, starting wage is set by the ATU contract. Internal hires will follow Metropolitan Council's union wage guidelines.

Hire : $30.74 hourly

After year one : $34.58 (based on ATU salary rates starting 8 / 1 / 2025)

After year two : $36.50 (Subject to contract change, based on ATU salary rates starting 8 / 1 / 2025)

After year three : $38.42 (Subject to contract change, based on ATU salary rates starting 8 / 1 / 2025)

Internal applicants will be invited to interview based on ATU seniority guidelines, upon passing a Work Record Evaluation.

PLEASE NOTE : This posting will be used to establish a 6-month eligible list for current and future hires. No updates will be provided until the posting closes. Any, and all, application status updates after that will be provided via email only.

What you would do in this job

1. Conduct Fare Checks for education, outreach, and enforcement with authority to issue warnings / citations :

  • Conduct fare checks on all Metro Transit Vehicles and fare required platforms.
  • Provide customers with information on fare payment products and processes.
  • May issue warnings / citations for fare evasion.

    • 2. Provide information to customers on fare payment processes and fare products :

  • Explain general information on transit policies, practices and procedures, transit fares, special events, attractions, and other related matters.
  • Assist customers with general fare questions and off-board payment systems.
  • May attend job briefings for special assignments for LRT & BRT operations.

    • 3. Assist customers in navigating the Metro Transit system :

  • Respond to inquiries from customers regarding transit route and schedule, detour information, stop locations and fares information.
  • Provide directions to customers and assists them by providing the most direct or convenient route(s).
  • Respond quickly to customer requests and performs other customer service assistance.
  • Respond to inquiries from customers regarding transit route and schedule, detour information, stop locations and fares information.

    • 4. Provide and ensure a welcoming and safe customer environment at transit locations :

  • Monitor conduct on Metro Transit vehicles and property (serving as eyes and ears on rolling stock and at facilities) :
  • Engage with passengers to educate conduct guidelines on Transit vehicles and property.
  • Maintain positive proactive outreach interactions and contact with customers.
  • Maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations and provide excellent customer service in a consistent, non-discriminatory manner.
  • Complete reports such as : Facility Condition Reports, Surveys, etc., as required / directed.

    • 5. Provide other general customer assistance :

  • May distribute literature, conduct surveys, and communicate information.
  • May assist MTPD, mental health professionals and approved community groups.
  • May mitigate incidental biohazards.

    • 6. Other duties as assigned

    What education and experience are required for this job (minimum qualifications)

  • High School Diploma or general education degree (GED).
  • At least (2) years of full-time, or equivalent part-time, experience in customer service or client focused environment interacting directly with the public providing information and assistance.

    • What additional skills and experience would be helpful in this job (desired qualifications) :

  • Experience p roactively engaging with the public to provide assistance and resources while utilizing and riding public transit.
  • Experience providing security to the public.
  • Experience working and collaborating in a group of three (3) or more.
  • Experience interacting and communicating with public safety officials.
  • Prior experience requiring the ability maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations.

    • What knowledge, skills and abilities you should have within the first six months of the job :

  • Knowledge of : metropolitan area, basic geography, prominent landmarks, and locations.
  • Knowledge of customer relations / service principles and practices.
  • Knowledge of basic business software, Microsoft Office (i.e., Word, Excel, email, etc.).
  • Understand and follow verbal, written and / or demonstrated instructions.
  • Provide effective, accurate, courteous, and professional customer service under stressful conditions and for diverse groups of individuals, in a cordial and professional manner.
  • Communicate effectively verbally and / or in writing with customers or staff.
  • Requires tact, courtesy, and cooperation in dealings with others where the primary purpose is the exchange of information.
  • Write identifying information, request supplies verbally and / or in writing, to file post and mail materials.
  • Accurately copy data from one source to another.
  • Write routine reports and correspondence.
  • Ability to stand / walk for long periods of time, often more than 60 minutes a variety of climate conditions.
  • Solve practical problems, interpret instructions, complete simple addition and subtraction, copy, count, and record information.
  • Understand and follow verbal, written and / or demonstrated instructions.
  • Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Work independently with little supervision and self-motivation.
  • Maintain free from any physical, emotional, or mental condition that might adversely affect the job duties.

    • What you can expect from us :

  • We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
  • We encourage our employees to develop their skills through on-site training and tuition reimbursement.
  • We provide a competitive salary, excellent benefits and a good work / life balance.

    • More about why you should join us!

    Additional information

    Union / Grade : ATU / Wage Class 52

    FLSA Status : Non-Exempt

    Safety Sensitive : Y es, subject to random n on-DOT drug testing.

    What your work environment would be : Frequently works in a variety of conditions including working around moderate / extreme noise and moderate / extreme weather conditions. Ability to work a non-standard schedule including early morning, late evenings, and weekends, depending on organizational needs.

    Physical Requirements : Work in outdoor weather conditions up to two thirds or more of the time. May be around moderate noise such as traffic. Walk, talk, or hear up to two thirds or more of the time. Problem solving and social interaction up to two thirds or more of the work shift. This position involves standing, walking, and communicating on moving vehicles such as busses and light rail trains.

    What steps the recruitment process involves :

  • We review your minimum qualifications and verify WREs for internal ATU applicants.
  • We rate your education and experience.
  • We conduct a structured panel interview.

    • Once you have successfully completed the steps above, then :

    If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and / or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

    If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files / databases, cash, vouchers or transit fare cards. A driving record check and / or physical may be conducted if applicable to the position.

    IMPORTANT : If you make a false statement or withhold information, you may be barred from job consideration.

    The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

    If you have a disability that requires an accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us .

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    Agent • Minneapolis, MN, United States