4/3/2023 11:59 PM Eastern

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values.

The AFC Coordinator will coordinate the dispatching and repair activities of AFC Technicians and the over 2,800 fare collection devices while complying with and enforcing Authority rules and regulations, special orders, policies and procedures.

• Responsible for identifying problems with and coordinating the repairs of AFC equipment
• Enter repair information into the Service Now software while monitoring the information provided by the CCS (AFC Central Computer System)
• Direct and record the repair activities of AFC Technicians
• Remotely troubleshoot AFC equipment issues using the CCS
• Remotely operate AFC equipment during special events
• Coordinate and monitor the response duties of contractors associated with AFC Maintenance
• Record the intake of customer inquiries
• Troubleshoot or elevate AFC software issues to AFC Fare Systems
• Work a variety of shifts in the AFC Hub which is staffed twenty-four (24) hours per day, seven (7) days per week
• Respond to each inquiry, whether from a customer, vendor or co-worker in a courteous and professional manner
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees
• Perform all other duties and projects that may be assigned

• The statements contained in this job description are intended to describe the general nature and complexity of the work being performed by staff assigned to this job and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position. The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.

• High school diploma or equivalent from an accredited institution
• Ability to comprehend, communicate and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Full-time employee with two (2) years of customer service or Operations experience
• Effective multi-tasking, organizational, time management and analytical skills
• The ability to use Word and Excel
• The ability to use Service Now, and the AFC CCS applications
• Have excellent conflict resolution skills
• The ability to provide internal and external customers with a courteous and professional experience
• Be available to work twenty-four (24) hours per day, seven (7) days per week
• Have the ability to supervise and work effectively with a diverse workforce
• Adhere to rules, regulations, collective bargaining agreements (if applicable) and policies of the MBTA including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Ability to pass a Criminal Offender Record Information (CORI) check, background screening, and the MBTA’s medical requirements, including a physical examination and drug and alcohol screening.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).

Preferred Experience and Skills

• Experience using Service Now and the AFC SIM/CCS applications
• Full-time employees holding the classification of Customer Service Agent, Operator, or Motorperson

Employment Benefits at the MBTA

The MBTA offers comprehensive benefits packages to employees. Types of benefits offered at the MBTA are subject to the union affiliation / Collective Bargaining Agreement (CBA) of the position to which you apply. Benefits that may apply to your position include the following:

• Insurance: Health, Dental, Vision, Life (basic and supplemental), Long-Term Disability
• Paid Time Off (PTO): Vacation, Personal Days, Sick Leave, Paid Holidays
• Retirement: pension or deferred compensation 401(a), plus MBTA contributions
• Tuition Reimbursement (up to $10,000 per year)
• Public Service Loan Forgiveness (PSLF) for student loans
• Commuter Choice Parking Program: pre-tax benefits for parking
• Flexible Spending Account (FSA): pre-tax benefits for healthcare-related expenses
• Discounted tickets for concerts, movies, travel / vacation, etc. via TicketsAtWork.com
• Shopping discounts via GovX.com
• Verizon and AT&T service discounts
• And more...

The MBTA is an Affirmative Action/Equal Opportunity Employer