City and County of San Francisco

Under general supervision from a Transit Ambassador Supervisor, the Transit Ambassadors perform a variety of duties related to facilitating and assisting with communication efforts between SFMTA personnel, customers, and the San Francisco community.  This is the journey classification in the Transit Ambassador series.

This class is distinguished from the 9167 Transit Ambassador Supervisor class in that the latter functions as first-line supervisors.

None.

According to Civil Service Commission Rule 409, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Maintains high level of customer service; provides general information and assistance to transit passengers and members of the public.

2. Provides transportation directions to customers, answers service-related questions, and provides service support.

3. Routinely rides transit lines.

4. Assists with passenger boarding/disembarking; supports youth while on transit or in the transit system.   

5. Observes and reports potential safety hazards and security concerns.

6. Fills out forms and writes basic daily reports regarding unusual incidents, safety and security incidents and other activities. 

7. Performs public monitoring for special events.

8. Distributes materials.

9. Serves as a SFMTA liaison for approved community organizations/non-profits and San Francisco schools.

10. Assists Transit Ambassador Supervisor in delivering personal safety presentations and advises patrons and community organizations on personal safety best practices.

11. Incumbents in this class may assist with on-the-job training of the Transit Ambassador Trainees.

12. Performs related duties and responsibilities as assigned.

Knowledge of: effective customer service procedures and practices.

Ability and Skill to: read and write English; accept responsibility and work with a team; follow written and oral directions; think and act quickly in emergencies; write accurate and clear reports of incidents; deal courteously, effectively and tactfully with the general public and others; work under pressure; learn to operate phones, radio and computers; listen; stand, sit, or walk while providing in person customer service continuously for long periods of time; approach members of the public who appear to need assistance and ask questions to understand their needs; respect the right of privacy and maintain confidentiality of customers; and be attentive to and accurately record details of interactions and referrals; coordinate multidisciplinary teams to track disruptive juvenile activity.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

High School Graduation Diploma, Graduation Equivalent Degree (G.E.D.), or High School Proficiency Certificate; AND

Experience:

Four years (8000 hours) of verifiable full-time customer service experience directly serving a diverse population as part of an Ambassador training program.

OR

Successful completion of the SFMTA Transit Ambassador training program.

Substitution:

Completion of an equivalent Ambassador training program from another agency will be considered upon receipt of detailed training curriculum and may be accepted only if the training curriculum demonstrates the technical competencies required to complete the SFMTA Transit Ambassador training program.

Possession of a valid CA Identification Card or valid CA Driver’s License.

Nature of work requires standing and walking for extensive periods of time carrying work-related tools and equipment on moving vehicles, uneven terrain and unstable surfaces; running short distances; climbing stairs; lifting and bending, working in inclement weather and having face-to-face communication with members of the public who can be sometimes difficult and hostile.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.