Customer Service Representative

Job Overview

Customer Service Representative (CSR)

Transdev in San Rafael, CA is hiring a Customer Service Representative. The CSR assists customers by providing information and trip planning assistance for Marin Access services and associated programs. Takes customer calls and schedules customer rides using a computerized scheduling system.

• Competitive compensation package of minimum $20.6 - maximum $26.22
• Bilingual (English/Spanish) - PLUS $1.50/hour.
• Vacation:
  One week during first year of employment up to four weeks per year after ten years.
• Sick days: 5 days annually
• Holidays: 12 days; 9 standard and 3 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

• Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.
• Facilitate trip reservations, cancellations, and modifications with a focus on ensuring that all details are accurately documented for local, regional, and transfer trips, as well as for general public shuttle services.
• Maintain accurate trip booking records including contact information, mobility aids, and pick up / drop off preferences.
• Respond to incoming calls, emails, and MS Teams chats in a timely and professional manner.
• Troubleshoot issues to achieve first call resolution, resolve complaints, and escalate complex inquiries as needed.
• Adhere to all call center scripts, procedures, and compliance standards.
• Meet or exceed performance metrics, including call handling time, quality, and customer satisfaction.
• Ensure that callers receive equal access and support.
• Answer all incoming calls in a courteous, professional, and accessible manner.
• Participate in training, coaching, and team meetings to enhance skills and performance.
• Book trips in accordance with ADA regulations, such as within ¾ mile of fixed route service during operational hours and including trip time negotiation.
• Follow all relevant policies and procedures related to the Americans with Disabilities Act (ADA).
• Maintain confidentiality and handle all rider information with sensitivity and discretion.
• Work closely with dispatchers, eligibility staff, and supervisors to ensure smooth service delivery.
• Other duties as required.

• Must be at least 21 years old with a High School Diploma, GED or equivalent.
• Understand the full suite of Marin Access Transportation programs.
• Understand ADA (The Americans with Disabilities Act) requirements.
• Excellent written and oral communication skills; communicate effectively and clearly over the telephone in keeping a professional and pleasant tone.
• Utilize computer software, proficient computer skills.
• Travel requirement (as a percent):
• Must submit to and pass a drug test and background check.

• 100% of work is accomplished indoors and in air conditioned or well ventilated facilities.
• Push, pull and lift objects up to 25lbs.; perform physical activities such as movement / flexibility with arms, repetitive hand-wrist motion; minor lifting, balancing, walking, standing, stooping, and handling of materials.
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

For reasonable accommodations or to request assistance in the job application or interview process, please contact