Customer Service Representative​/Mobility Navigator

Customer Service Representative (CSR) / Mobility Travel Navigator (MTN) – San Rafael, CA.

Transdev is hiring a Customer Service Representative (CSR) / Mobility Travel Navigator (MTN) in San Rafael, CA. The role involves assisting customers by providing information on Marin Access ADA and non‑ADA programs and services, taking customer calls, scheduling rides using a computerized scheduling system, and completing phone application intake for prospective new customers. Position is NOT remote; it is IN‑OFFICE.

• Competitive compensation package of minimum $22.00 – maximum $26.00
• 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, 3 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short‑term disability, voluntary long‑term disability

• Follow general policies, procedures, and practices to ensure compliance with federal, state, local, and company rules and regulations.
• Facilitate ADA and non‑ADA trip reservations, cancellations, and modifications with a focus on ensuring that all details are accurately documented for local, regional, and inter‑agency transfer trips, and shuttle services.
• Maintain accurate trip booking records, including updated contact information, mobility aids, and key locational information related to trip origin and destination.
• Using first‑call resolution skills and an established script, accurately record applicant responses to all eligibility questions into an online intake portal.
• Respond to application status inquiries via telephone and assist Marin County Transit District staff in conducting follow‑up on appointment requests.
• Assist in reviewing and processing volunteer driver program participant reimbursement requests and report preparation.
• Provide customer support and problem resolution to callers regarding Marin Transit and Marin Access programs and services, other available private, public, and non‑profit transportation programs that support mobility in Marin County, Clipper Card (including Senior Clipper Card and Clipper Access Card enrollment), contact information for fixed‑route customer service in Marin County and other Bay Area counties, comprehensive transportation counseling, specific trip planning, and technical support for online tools available to schedule, manage, and pay for rides.
• Work with new and existing customers to review travel needs and patterns, help them understand the available services, and develop individual mobility plans.
• Assist potential riders with filling all required paperwork related to the intake process for eligibility.
• Identify and recommend Marin Access programs and services which callers may qualify for but are not currently using.
• Record customer complaints in a feedback tracker and immediately alert management to serious complaints.
• 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 all 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 delivery of service.
• Perform other duties as required.

• High school diploma or equivalent, such as GED, required.
• Understand the full suite of Marin Access programs.
• Understand requirements of the…