Customer Service Representative

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.

Transdev is proud to offer:

• Competitive compensation package of minimum $20.6 - maximum $26.22
• Bilingual (English/Spanish) - PLUS $1.50/hour.

Benefits include:

• Vacation:
One (1) week during first year of employment up to four (4) weeks per year after ten (10) 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.

Key Responsibilities:

• 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.

Qualifications:

• 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. xrlwcon

• Utilize computer software, proficient computer skills.

• Travel requirement (as a percent):