Customer Service Representative

Cascade East Transit is looking for an experienced Customer Service Representative to join our Customer Service Call Center team. $19.85/Hourly starting wage. The ideal candidate will be skilled in professionally fielding customer service‑related calls, multi‑tasking across multiple platforms and have a passion for serving our local community. This position will be based at our Redmond Cascade East Transit Operations center. This is a great opportunity for someone who wants to work with a small, dedicated team and in an environment with steady, reasonable and consistent work hours.

Come join the CET team and work for a growing organization connecting our Central Oregon community!

The overarching purpose of COIC's transportation program is to strengthen regional transportation services and infrastructure through the development and implementation of regionally‑based transportation plans, administration and operations, service coordination, and project development. A regional approach to transportation enhances efficiencies among transportation organizations and ensures regional connectivity for Central Oregon's residents, businesses, and visitors.

Receive calls, identify and obtain information necessary to determine transportation needs; provide information on transportation options and set up rides if appropriate. Process ride requests from clients and/or client representatives via telephone, email or fax. Determine appropriate ride type, pertinent information needed; correct billing for the ride and other necessary information for each call received to be properly processed. CSR will also enter all required information into the CET computer system for the local Dial‑A‑Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients.

COIC supports the region as a trusted leader and partner, helping communities identify and address their unique and common needs through collaboration, shared service delivery, technical assistance, information sharing, and resource development.

COIC values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected, and responded to in ways which elevate the delivery of our services to Central Oregon Communities. This job description indicates the general nature and level of work performed by employees within this position and is subject to change.

It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT‑WILL at all times.

• Receive calls, identify and obtain information necessary to determine transportation needs.
• Provide appropriate information on transportation options and set up rides as appropriate.
• Process ride requests and information from clients, and/or client representatives via telephone, email or fax.
• Determine appropriate ride type, pertinent information needed; correct billing for the ride; and other necessary information for each call received to be properly processed.
• Enter all required information into the CET computer system for the local Dial‑A‑Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients.
• Assist in quality assurance monitoring and correction.
• Review future rides for error reduction.
• Receive comments, complaints, and other information related to the services provided by and coordinated through CET.
• As appropriate, record information in Customer Comment Forms (CCF's). Notify appropriate COIC staff member when an incident requires immediate or particular attention and assist in responding to the incident as directed by the CET QA CSR Lead.
• Assist in reviewing ride records to ensure all ride assignments and other program activities are justified at the level required for a program audit.
• Handle real‑time troubleshooting issues regarding rides scheduled through CET. Potential troubleshooting issues include, but are…