Our Customer services representative are critical to the operations of our business. They are the lifeline between the client and our bus operators. Your ability to assess and respond with an immediate solution helps to maintain on time service and delivery. 

Customer Service Representative 

Position: Customer Service Representative 

Location: Transit Center 

Schedule: Ability to work various shifts, including afternoon, night, weekends, and holidays 

Reports To: Customer Service Manager 

Classification: Non-Exempt 

Compensation: $17.80/hr

Job Purpose: 

The Customer Service Representative serves as a primary point of contact between passengers, operators, and operations staff to support the safe, efficient, and reliable delivery of public transportation services. This position is responsible for providing route and schedule information, assisting customers with trip planning, resolving concerns, documenting service issues, and supporting daily transit operations. Working in a high-volume Transit Center environment, the Customer Service Representative plays a critical role in helping passengers successfully navigate the transit system while promoting a positive customer experience. Successful employees are effective communicators who remain patient and professional under pressure, think quickly, exercise sound judgment, and provide accurate transit information and solutions to the public. 

Duties and Responsibilities: 

Customer Service and Passenger Assistance: 

• Greet and assist passengers, visitors, and community members in person and by telephone. 

• Provide accurate information regarding routes, schedules, fares, transfers, detours, service changes, and transit policies. 

• Assist customers with trip planning, navigating the transit system, fare purchases, and pass sales. 

• Answer customer inquiries and receive, document, and respond to complaints, concerns, commendations, and service requests. 

• Utilize route maps, schedules, transit software, and knowledge of service areas, roadways, and community destinations to assist customers. 

• Communicate service disruptions, roadway closures, detours, and other operational impacts in a clear and timely manner. 

• Maintain a positive, professional, and customer-focused attitude while exercising patience, sound judgment, and effective de-escalation techniques when addressing customer concerns. 

• Serve as a welcoming and professional representative of the organization within the Transit Center. 

Operations and Communication Support: 

• Coordinate with Dispatch, Operations, Road Supervisors, and other departments to communicate service information and resolve customer concerns. 

• Communicate service disruptions, delays, detours, and other operational information to customers as needed. 

• Monitor customer activity within the Transit Center and report safety, security, or operational concerns to appropriate personnel. 

• Support operational efficiency by ensuring customer concerns and service issues are communicated accurately and promptly. 

• Assist with special events, service changes, and public information initiatives as assigned. 

Administrative Support: 

• Maintain accurate records of customer interactions, complaints, and service requests. 

• Perform data entry and general administrative duties using company systems and software. 

• Complete reports and documentation in an accurate and timely manner. 

• Maintain confidentiality of customer, employee, and company information. 

General: 

• Complete assigned duties in a professional, accurate, and timely manner. 

• Work cooperatively with operations, maintenance, administrative personnel, and transit operators. 

• Perform other related duties as assigned. 

The performance of the major job functions for this position requires the incumbent to be present at their work setting. Regular, dependable attendance is necessary for the performance of job duties. 

Qualifications: 

• High school diploma or GED required. 

• Minimum of two (2) years of customer service, call center, office administration, retail, hospitality, or related experience preferred. 

• Must be at least 18 years of age. 

• Valid driver's license with an acceptable driving record. 

• Minimum of two (2) years of licensed driving experience preferred. 

• Strong customer service, communication, and interpersonal skills. 

• Ability to remain calm, patient, and professional in a fast-paced, high-volume environment while effectively resolving customer concerns. 

• Demonstrated conflict resolution, de-escalation, problem-solving, and decision-making skills. 

• Ability to think quickly, manage multiple priorities, and maintain accuracy and attention to detail under pressure. 

• Ability to communicate effectively with a diverse customer population and explain routes, schedules, transfers, detours, and service options clearly and accurately. 

• Working knowledge of local streets, roadways, landmarks, and community destinations, with the ability to read and interpret maps, route schedules, and transit service information. 

• Proficiency with computer systems, including Microsoft Office applications and customer service software. 

• Bilingual skills preferred. 

• Must successfully pass applicable pre-employment screenings, including background checks and drug and alcohol testing as applicable. 

Physical Requirements and Working Conditions: 

• Use of full ranges of hearing, speech, and vision. 

• Frequent sitting, standing, walking, reaching, bending, and repetitive hand movements associated with computer and telephone use. 

• Ability to communicate effectively in person, by telephone, and through electronic communication systems. 

• Ability to remain focused, professional, and composed in a busy public-facing environment. 

• Ability to occasionally lift and carry up to 25 pounds. 

• Ability to work various shifts, evenings, weekends, holidays, and overtime as operational needs require. 

• Work is performed primarily in a Transit Center and office environment with frequent interaction with customers, operators, and the general public. 

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. 

Benefits 

We offer competitive compensation and benefits (which vary based on role, location, and business), including medical, dental, vision, retirement savings plan (401(k)), paid holidays, vacation, sick time, life and accident insurance, and wellness program opportunities.