Valley Metro's new 'Customer Experience' staff to assist riders, security

Phoenix’s Valley Metro is adding Customer Experience Coordinators (CECs), a group of highly visible staff who will be located at rail station platforms to assist riders, support security, and be an overall friendly ambassador to enhance the rider experience.

The first team of five have now officially began their role as CECs and five more will be hired this fall. The coordinators will be located at the system’s busiest stations and support special events served by light rail.

These new positions are designed to engage with riders and assist them however possible, as well as to support system safety, ensure station cleanliness and, ultimately, contribute to an overall positive experience for customers of the agency’s 28-mile rail system.

The experienced team is an extension of the Respect the Ride (RTR) program, which in 2017, established a code of conduct, increased security staff, developed paid fare zones, and introduced the safety and security app, AlertVM. All have resulted in a safer, more enjoyable rail experience. The RTR program welcomes all riders on board with the expectation of respectful behavior toward fellow passengers, staff, and property.