Rider Services Representative

MV Transportation is seeking a Rider Services Representative to support safe, reliable transit for riders across the community. In this frontline, customer-focused role, you will answer calls, schedule and adjust trips, and provide accurate information on routes, eligibility, and policies. You will document trips and issues, coordinate with dispatch and drivers, and help resolve service concerns with patience and professionalism. Working in a culture built on safety, respect, and teamwork, you'll receive training and development to grow a long-term career in transportation while helping riders reach work, healthcare, education, and vital services every day.

Responsibilities

• Answer rider calls and inquiries with a focus on safety, respect, and courtesy.
• Schedule, confirm, and modify trips using dispatch or scheduling systems.
• Provide accurate information on routes, schedules, policies, and eligibility.
• Document caller information, trip details, and service issues in required systems.
• Resolve or escalate rider concerns and incidents following company procedures.
• Coordinate with dispatchers and drivers to support on-time, reliable service.
• Follow safety and confidentiality guidelines and comply with transit regulations.
• Meet performance standards for call quality, accuracy, and productivity.
• Support riders with accessibility needs and demonstrate patience and inclusion.
• Participate in required training and contribute to a culture of continuous improvement.

Required Skills

• Customer service
• Call handling
• Data entry
• Trip scheduling software
• Conflict de-escalation
• Professional communication
• Time management
• Basic geography/local transit knowledge
• Problem resolution
• MS Office or similar tools