The Passenger Information Representative serves as a front-line representative for the Worcester Regional Transit Authority (WRTA), providing accurate, timely, and customer-focused information to passengers utilizing the Authority’s fixed-route bus system. A key function of this role includes making clear, timely, and effective public address (PA) announcements to keep passengers informed of arrivals, departures, delays, and other service updates.
This position is based at the WRTA Central Hub in downtown Worcester and plays a critical role in supporting Customer Service by assisting passengers. The ideal candidate is approachable, detail-oriented, and committed to delivering excellent public service in a fast-paced transit environment
Key Responsibilities
Customer Assistance
· Deliver clear and courteous responses to questions, concerns, and service feedback
· Provide real-time updates on delays, detours, and service disruptions
· Provide route, schedule, and service information to passengers in person at the Central Hub
· Assist riders with trip planning using system maps, schedules, and digital tools
· Support elderly and disabled passengers in accessing WRTA services
Service Information & Communication
· Assist with public announcements and rider notifications at the Hub
· Communicate directly with dispatch and operations staff regarding service issues
· Ensure consistent and proactive rider communication and notifications throughout the Central Hub
· Provide real-time updates on delays, detours, and service disruptions
Call Center Support
· Answer incoming calls and respond to customer inquiries regarding WRTA services
· Document customer interactions and service issues accurately
· Maintain up-to-date knowledge of routes, schedules, and service changes
Administrative Duties
· Assist with distribution of schedules, maps, and informational materials
· Perform additional duties as assigned
Qualifications / Education & Experience
· High school diploma or equivalent required
· 1–3 years of customer service experience (transit, call center, or public-facing role preferred)
Skills & Abilities
· Speaks with excellent diction and enunciation, ensuring messages are accurately conveyed over PA systems
· Able to deliver announcements in a calm, confident, and easily understood manner to diverse audiences
· Demonstrates clear, articulate verbal communication suitable for public address systems in high-traffic environments
· Strong verbal communication and interpersonal skills
· Ability to multitask in a busy, public-facing environment
· Basic computer proficiency (Microsoft Office, data entry systems)
· Knowledge of Worcester-area geography preferred
· Ability to speak multiple languages is a plus
· Ability to remain calm, professional, and solution-oriented under pressure
Working Conditions
· Work is performed primarily at the WRTA Central Hub with continuous public interaction
· May be required to work outdoors at times throughout the year and must be prepared for all weather conditions
· Full-time schedule; must be available to work varied shifts, including evenings, weekends, and holidays
· Fast-paced environment with frequent interruptions and high rider volume
Physical Requirements
· Ability to stand or sit for extended periods
· Frequent use of phones and computers
· Ability to assist passengers as needed within the facility
Key Competencies
· Customer Service Excellence
· Communication Skills
· Reliability & Accountability
· Problem-Solving
· Team Collaboration
Job Type: Full-time
Pay: $20.00 per hour
Benefits
· 401(k)
· 401(k) matching
· Dental insurance
· Health insurance
· Paid time off
Work Location: In person
Application: Apply Now
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