Customer Service Floater

Floater (Customer Service, Dispatch, & Scheduling)

Job Description

Job Title:

Operations Floater Department:
Operations

Reports To:

Customer Service SupervisorFLSA Status:
Non-Exempt Salary: $16.30/Hour Revision Date:
August 24, 2026

Effective Date:
August 24, 2026 Summary The Operations Floater provides flexible support across Customer Service Representative, Dispatcher, and Micro Transit Scheduler functions. This position performs routine clerical, administrative, customer service, dispatch, and scheduling duties to support daily transit operations. The Floater responds to customers, assists with route and schedule information, schedules transportation requests, assists with vehicle and driver assignments, supports fare collection and reporting processes, maintains records and files, and helps ensure transportation services are delivered safely, efficiently, and in compliance with Hill Country Transit District (HCTD) policies, procedures, and funding source requirements.

Essential Job Functions Receives, screens, and directs calls and visitors to appropriate staff; takes messages as required.

Provides information to the public regarding transportation services, transit policies, schedules, fares, route information, and trip planning.

Receives calls from clients requesting transportation service and determines whether to schedule or deny requests based on eligibility requirements and information provided by the caller.

Schedules transportation requests in a timely and efficient manner and ensures trips are scheduled within established service parameters.

Contacts clients as needed to adjust pick-up and/or return times to ensure service demands can be met.

Verifies that transit runs are assigned and covered in accordance with established procedures.

Controls vehicle assignments or manifests to ensure the fleet is used efficiently to meet public service demands and organizational needs.

Monitors and responds to calls from customers and employees using telephone, cellular phone, or two-way radio.

Verifies and monitors driver locations and driver assignments as needed to support daily operations.

Coordinates field activities, including bus changes, passenger transfers, manifest adjustments, special transit service return trips, and other operational needs, with an emphasis on minimizing passenger delays and maintaining goodwill with drivers and customers.

Coordinates vehicle use and assignments with schedulers and maintenance staff to ensure vehicles are available for scheduled maintenance service.

Maintains balanced and equitable distribution of transit runs for drivers.

Responds to emergency situations as requested, including hazardous or severe weather conditions, accidents, breakdowns, service disruptions, and other incidents.

Reports transit difficulties and other operational issues to the Dispatch Supervisor, Lead Dispatcher, or appropriate department to maintain or restore service and schedules.

Sells bus tickets, tokens, and monthly passes to the public for transportation services.

Participates in reporting, sorting, and depositing fare revenue in accordance with existing processes.

Provides assistance with regular transportation tasks as needed, including fare collection and uniform reconciliation.

Responsible for internal and external distribution of incoming and outgoing mail and ensures distribution to other HCTD office locations is properly labeled.

Maintains general office, client, and operational files.

Prepares and maintains reports, correspondence, memos, and other documents as needed or requested.

Duplicates and distributes materials as required.

Maintains reception area and workstation in a neat, efficient, organized, and professional manner.

Serves as backup or relief for Customer Service Representative, Transportation Clerk, Dispatcher, and Scheduler positions as assigned.

As the first person reporting to work or the last person leaving for the day, verifies that the facility, work office location, and equipment are secured.

Performs other duties as assigned.

Competencies Communication proficiency

Ethical conduct

Flexibility Initiative Time  management

Teamwork

Customer service

Sound judgment under pressure

Supervisory Responsibility This position has no supervisory responsibilities.

Knowledge, Skills, and Abilities Ability to communicate effectively and follow oral and written direction.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to prepare and maintain accurate records and reports.

Ability to establish and maintain effective working relationships with staff, other agencies, clients, drivers, and the general public using tact, courtesy, and good judgment.

Ability to handle confidential and sensitive information.

Ability to work independently and in a team environment with minimal supervision.

Ability to resolve customer complaints courteously and tactfully.

Ability to work under stressful situations and use sound independent judgment in emergency…