Customer Service Representative

MV Transportation seeks a Customer Service Representative to support riders using our paratransit and fixed-route services. In this role, you'll answer inquiries, schedule trips, and resolve issues to ensure safe, on-time, and reliable transportation. You'll communicate with passengers, drivers, and dispatch, accurately document information, and follow safety-focused procedures. Ideal candidates bring strong communication skills, empathy, attention to detail, and a passion for helping people access essential community services.

Responsibilities

• Respond to phone, email, and in-person rider inquiries with professional, courteous service.
• Schedule and confirm trips, providing route, fare, and timing information.
• Resolve service issues, complaints, and incidents by following MV safety and customer care protocols.
• Accurately document trips, passenger information, and service concerns in dispatch or CRM systems.
• Coordinate with drivers, dispatchers, and supervisors to support on-time, safe operations.
• Educate passengers on policies, accessibility options, and safety procedures.
• Follow all safety guidelines and report incidents or service disruptions promptly.
• Participate in training to maintain up-to-date knowledge of routes, systems, and customer service standards.

Required Skills

• Customer service
• Call handling
• Complaint resolution
• Data entry
• Scheduling and dispatch coordination
• Knowledge of transportation services
• Ticketing or booking systems
• Basic computer skills
• Time management
• Written and verbal communication