Customer Service Representative

Position Summary

Cascade East Transit is looking for an experienced Customer Service Representative to join our Customer Service Call Center team. The starting wage is $19.85 per hour. 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.

It is a great opportunity for someone who wants to work with a small, dedicated team in an environment with steady, reasonable, and consistent work hours.

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 necessary information to determine transportation needs, provide information on transportation options, and set up rides as appropriate. Process ride requests from clients or client representatives via telephone, email, or fax. Determine appropriate ride type, verify billing, and enter all required information into the CET computer system for Dial‑A‑Ride clients, reviewing eligibility and confirming client information.

• Receive calls, identify and obtain information necessary to determine transportation needs.
• Provide appropriate information on transportation options and set up rides.
• Process ride requests and information from clients via telephone, email, or fax.
• Determine appropriate ride type, gather pertinent information, correct billing, and ensure proper processing of each call.
• Enter all required information into the CET computer system for Dial‑A‑Ride clients, review eligibility, and confirm client information.
• Assist in quality assurance monitoring and correction.
• Review future rides for error reduction.
• Receive comments, complaints, and other information related to the services provided.
• As appropriate, record information in Customer Comment Forms (CCF's) and notify COIC staff when an incident requires immediate attention, assisting in response as directed by the CET QA CSR Lead.
• Assist in reviewing ride records to ensure all assignments and program activities are justified for audit purposes.
• Handle real-time troubleshooting issues regarding rides scheduled through CET (e.g., missed pickups, late pickups, lost drivers, missing clients, client and provider complaints).
• Help train new staff members on response procedures, scheduling rides, using current CET software, and other duties.
• Work with clients to help them understand how to utilize CET based on their need and eligibility, and to understand their rights and responsibilities.
• Provide information to community partners (medical facilities, assisted living facilities, human service workers, etc.) regarding CET's role in coordinating transportation for Medicaid clients and local bus riders.
• Perform other duties as assigned.

Accountability – Accepts responsibility and is accountable for achieving results.

Adaptability – Adapts to handle unexpected challenges, responds positively to changes in direction and priorities.

Attention to Detail – Is thorough and accurate, diligently attends to details and maintains high quality.

Communication Skills – Possesses good verbal and written communication skills, articulates thoughts clearly and effectively.

Conflict Resolution – Embraces positive conflict, treats others with respect and dignity, facilitates the development of creative solutions.

Continuous Improvement – Initiates action to improve existing conditions and processes, identifies opportunities, generates ideas, implements solutions.

Critical Thinking – Approaches problem‑solving with rigor, discipline, and analytical thinking.

Customer Focus – Demonstrates ability and concern…