Air Train Agent

Jamaica , NY

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Type: Direct-Hire

Experience: 0

Category: Transportation

Brand: System One

Job ID: 286746

Date Posted: 09/27/2022

Start Date: 07/13/2022


The AirTrain Agent is responsible for customer service to the public on trains and in stations. This position is responsible for information and customer assistance, recovery and retrieval of failed trains, limited mechanical/electrical fault correction on in-service trains and fare collection equipment, emergency response, customer evacuation, crowd control and fare collection activities as well as inspection of station emergency equipment; other minor custodial duties as assigned. Provide a visual presence on the trains and in stations, so as to support customer safety.

Duties and Responsibilities:

Provides support for customer service, maintenance, contractors, special events and all other activities related to the delivery of safe and efficient customer service.

Manages disruptions to customer service through efficient crowd control and the recovery and retrieval of failed trains.

Advises the Operations Center of any condition that affects or could affect the safe passage of trains or customers.

Perform any duties required to support T&C start-up operations.

Manages emergencies in accordance with established procedures through immediate response and quick action in assisting customers to ensure their safety.

Inspects and tests station and train equipment assuring that all are operational, troubleshooting any malfunction which can be resolved without the aid of a technician.

Maintains the required level of knowledge by participating in training, re-training, certification, re-certification and examinations as required by the Field Operations qualifications program.

Operates trains for the purpose of coupling/uncoupling, re-entry, position adjustment and any other manual train movement as directed by the Operations Center.

Performs fare collection support activities in stations accurately documenting all pertinent information for MTA.

Inspects and tests station and fare collection equipment assuring that all are operational, troubleshooting any malfunction that can be resolved without the aid of a technician.

Note: This job description should not be construed to imply that these requirements are the only duties, responsibilities and qualifications for this job. Incumbents may be required to follow any additional related instructions, acquire related job skills and perform other related work as operational requirements demand.


Experience in customer service preferred. Ability to work variable hours and at different locations throughout the AirTrain system. Ability to communicate effectively both orally and in writing. Ability to understand and follow oral and written instructions. Ability to deal courteously and effectively with others. Ability to make independent judgements and take action within established guidelines. Ability to troubleshoot minor faults on trains and in stations.

A combination of education and experience may be acceptable.

A Valid Drivers License.

Physical Demands:

Must have the agility to board and alight trains from/to ground level (3-4 feet from ground to door height).

Must have the ability to perform the above functions while remaining on their feet for long periods of time (as long as 2 to 3 hours continuously).

Ten Year background check for Non- Aeronautical Operations Area ID Card (Non-AOA ID)

Work Keys Aptitude Test:

Education – Experience:

High School graduation or equivalent. Experience in customer service preferred.

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, and MOUNTAIN, LTD., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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