Mystery/Secret Rider

The Mystery/Secret Rider is tasked with assessing the performance and compliance of VIA's transit services, including bus, paratransit, transit, and customer service operations. Evaluations will focus on safety, accessibility, customer service, and adherence to federal, state, and local regulations.

Duties and Responsibilities:

• Conduct covert assessments of bus, paratransit, transit, and customer service operations, focusing on operator behavior, safety protocols, and customer interaction.
• Evaluate cleanliness of seating, comfort of stop areas, and visibility around drop-off/pick-up locations.
• Monitor headway (time between vehicles along the same route) to grade service reliability.
• Utilize excellent customer service skills and sound judgment to evaluate transit operations.
• Report findings clearly and concisely, ensuring timely and accurate feedback.

Essential Functions & Responsibilities:

• Maintain anonymity and discretion while performing assessments.
• Follow prescribed routes and schedules without deviation.
• Demonstrate punctuality and reliable attendance.
• Comfortable using mobile devices and technology
• Complete detailed electronic evaluations and reports within 2 hours of completing assessments.

Qualifications:

• Preferred experience in transit operations or similar roles.
• Strong observational skills and attention to detail.
• Ability to follow written and oral instructions in English.
• Availability to work nights, weekends, and holidays as needed.
• Physical ability to sit for extended periods and navigate moving vehicles.

Education:

• High school diploma or equivalent.
• Relevant experience or additional training in public transportation or customer service is a plus.

Physical Requirements

Employees must be able to sit for extended periods of time. They should be able to use their hands to handle or feel objects, tools, or controls, as well as reach with their hands and arms. The ability to talk, see, and hear is also required. Regular and predictable attendance is essential.

May be required to pass a background check.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Alesig Consulting, LLC is an Equal Opportunity Employer