RATP Dev USA - Your future. Our destination.

We are transit. We make distances feel shorter and bring people together. We are a community.

 Do you see yourself finding solutions to make distances feel shorter? Are you seeking to make an impactful difference and where you bring people together? If so, come join our team where you are part of a community, not just an employee.

 At RATP Dev USA, we seek to foster a culture where people feel valued, where their voices are heard, and their needs are a priority. We value diversity and inclusion, as well as people who are collaborative and seek solutions that make an impactful difference within our teams, the company, our clients, and the communities we serve.

 Our RATP Dev USA Safety Culture prioritizes the well-being of our employees, clients, passengers, and communities we serve. They are the heart of our business and ensuring all can return home to their families and friends safe and without injury is what we strive to do.

 Through our diverse cultural experiences, we bring innovative transportation solutions. We possess a shared commitment and responsibility to our communities to provide our operational expertise and services in leading quality and safety best practices in everything we do with integrity, honesty, and sustainability.

 Your future with RATP Dev USA:

 Our Core Values:

·         People:

People are at the heart of our business: employees, clients, passengers, and the communities we serve.

·         Diversity:

We draw on experience across cultures, generations, and oceans to encourage innovative transportation solutions.

·         Responsibility & Accountability:

We provide services steeped in professionalism, integrity, honesty, sustainability, and accountability.

·         Quality:

Our operational expertise and industry-leading best practices promote quality service and lasting partnerships.

·         Safety:

Above all, we are committed to safety and security in everything we do.

  Our destination:

To develop and optimize public transit systems, but also to boost the economy and quality of life, in order to make distances feel shorter and bring people together. -Hiba Farès, President of the Executive Board.

Customer Service/ Retail Agent $16.00 / HR

Job Summary:

This position serves as the front‑line customer experience ambassador for our public transit system. As a Public Transit Customer Service & Retail Desk Specialist, your primary role is to assist passengers in person at transit centers, retail counters, and transfer plazas. You will sell fare media, provide route and schedule information, address customer concerns, and support the public with trip planning across fixed‑route, flex, and paratransit services.

While call center responsibilities are included, the main focus of this position is face‑to‑face customer service, ticket/pass sales, and retail desk operations, ensuring passengers receive accurate information and quality assistance before, during, and after travel.

Retail‑focused transit roles typically include selling tickets, handling cash, addressing public inquiries, and assisting with travel arrangements, while broader transit customer service roles emphasize providing schedule and route information, resolving service problems, and supporting front‑desk operations

Essential Functions  (Retail Desk & In‑Person Transit Support)

Passenger Assistance & Public-Facing Customer Service

• Greet and assist passengers at transit terminals, retail counters, and transfer centers with a professional, courteous, and helpful attitude.
• Provide accurate information regarding fixed‑route schedules, fares, trip planning, detours, and transfer options—core functions found in transit CSR roles.
• Support customers in understanding ADA, paratransit, and flex service eligibility guidelines.
• Distribute printed schedules, service brochures, and community information materials.

Transit Ticketing & Retail Operations

• Sell and process payment for transit passes, fare cards, reduced fare IDs, and specialty transit products—consistent with general ticket agent duties such as selling tickets, resolving issues, and processing transactions.
• Balance cash drawers, reconcile daily transactions, and maintain financial accuracy.
• Assist customers with fare product selection and explain available transit discounts or pass options.
• Maintain the retail area’s organization, cleanliness, and inventory of schedules, brochures, and ticket stock.

Front Desk & Transit Center Support

• Respond to customer concerns, complaints, and compliments in person; document interactions following established procedures.
• Provide support during busy operational periods, special events, or service disruptions by assisting with passenger flow and communication.
• Assist with photo ID processing or account record updates, as part of standard transit front-counter responsibilities.
• Participate in community outreach or public engagement events related to transit services.

Secondary Responsibilities (Call Center & Paratransit Support)

Call Handling & Trip Support

• Answer inbound calls regarding paratransit trip reservations, cancellations, or schedule adjustments, consistent with duties in paratransit call center roles requiring accurate scheduling and trip negotiation.
• Provide general transit information by phone, including routes, fares, eligibility rules, and service updates.
• Complete accurate data entry of trip information and maintain updated passenger records.

Paratransit Scheduling & Dispatch Support (As Needed)

• Schedule or modify ADA paratransit trips using scheduling software (e.g., Trapeze, Spare).
• Communicate trip changes promptly to dispatchers and operators, similar to expectations outlined for transit dispatcher/reservationist roles.
• Assist in coordinating standing rides, negotiating pickup windows, and confirming ride patterns.

Knowledge, Skills & Abilities

• Exceptional interpersonal and customer service skills, with the ability to assist diverse populations.
• Strong cash‑handling accuracy and experience with point‑of‑sale systems—required in ticketing roles.
• Ability to read and interpret maps, provide directions, and assist with trip planning.
• Proficiency with MS Office, call center software, and scheduling platforms.
• Ability to multitask effectively in a busy public‑facing environment.
• Professional appearance, dependable attendance, and strong time‑management skills.
• Ability to remain calm, patient, and solution‑focused when assisting distressed or frustrated customers.

Qualifications

• High school diploma or equivalent.
• 2+ years of customer service or retail experience required; transit or transportation experience preferred.
• Experience in call center or reservations work is a plus but is secondary to in-person service.
• Knowledge of public transportation operations, ADA paratransit guidelines, or Title VI requirements preferred.
• Bilingual abilities desirable.

Core Competencies

• Customer Service Excellence
• Accountability & Reliability
• Professional Communication
• Safety Awareness
• Ethical Conduct & Confidentiality
• Problem Solving & Decision‑Making
• Attention to Detail

·         Other Duties as Assigned

·         This role may include additional responsibilities to support retail desk operations, customer service functions, or backup call center needs.

Professional and Personal Development

• Leadership development programs
• Mentorship and coaching
• Technical training (including scheduling software, CAD/AVL systems, ITS tools)
• Safety, security, and compliance coursework
• Soft skills and professional development training

Customer Service/ Retail Agent $16.00 / HR

 

Benefits

We offer competitive compensation and benefits (which vary based on role, location, and business), including medical/dental/vision, 401(k), and paid holiday/vacation.

Soldiers: if you are Army Reserve, Army National Guard or transitioning from Active Duty be sure to register today with the Army Pays Program at www.armypays.com!

 

We are an Equal Opportunity Employer & We Welcome Diversity to our Teams!