employees. In 2004, ambassadors stationed in the field became known as Field Service Representatives
(FSRs), while ambassadors who worked at L.A. Union Station and at Metrolink's headquarters became
known as Customer Service Representatives (CSRs). On June 6, 2011, field service and customer service
representatives became known as Customer Engagement Representatives (CERs).
Onboard Assistance Team (COAT) to provide
assistance to passengers on board the trains. CERs
who are part of the COAT are the same employees
who have always assisted passengers at stations,
except now some of them ride the trains to answer
passenger questions, help passengers board or
detrain if they require special assistance, provide
support to conductors and pass out assessment-
based surveys that help Metrolink determine ways to
improve service.
service disruptions. They display the time, date and basic messages that Metrolink needs to communicate to
passengers, and they include audio and visual features (i.e., electronic message boards and Public Address
system) that comply with the Americans With Disabilities Act.
modem technology, the agency was able to send passengers train updates from the Metrolink Operations
messages to be sent to one station at a time. Messages
are manually sent to L.A. Union Station electronic
message boards using a computer at L.A. Union Station
instead of the dial-up system at the MOC.
message boards so that they could display more
information, and in 2008, the agency began redesigning
the system in order to allow the agency to communicate
to customers faster and more efficiently. In April 2012,