Passenger Services Agent (PSA) works under the direction of the Passenger Services
Agent Lead and is responsible to the Senior Passenger Services Coordinator. PSA is one
of the most visible employees on the ACE train. The PSA provides safety oversight, ACE
Service information, ticketing support, visual fare inspection and other onboard
assistance necessary for the ACE Service. The PSA serves as a liaison between the onboard activities and the ACE Headquarters through the Operations Monitoring Center and
plays a critical role in coordinating responses to on-board incidents, service disruptions
and emergency situations.
Providing services to passengers onboard the train requires PSAs to stand, walk, kneel,
bend, stoop, climb stairs, reach, and lift heavy objects. Onboard duties keep PSAs on
their feet all of the time during the train trip. At times, passengers can become agitated
or upset due to delayed trains, service disruptions, or the enforcement of the onboard
policies. However, it is the PSA's responsibility to remain pleasant, consistent and provide
quality customer service.
The PSA shifts vary greatly and coincide with the train schedule. Some shifts start as
early as 3:00 am and some shifts end as late as 9:30 pm, or when the last train arrives.
PSAs are typically away approximately 16 hours per day with shifts configured as split
shifts where the PSA travels from Stockton to San Jose, stopping at 10 stations along the
route, and then is released from duty for a period of hours before reporting back to duty.
PSAs are provided layover at a designated hotel in San Jose. Work schedule and layover
is subject to change. All PSAs rotate through the available train shifts, generally on a
monthly basis, and may rotate through a customer service shift at the ACE Service
Headquarters in Stockton, CA.