Customer Experience Agent

Make a Difference At MTM Transit

At MTM Transit, you’re part of a team that removes community barriers nationwide. We focus on bold ideas, open conversation, and putting people first. Collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future.

The Customer Experience Agent will support the daily delivery of safe, efficient, and customer‑focused paratransit services. This role combines dispatching, customer service, and trip scheduling to ensure riders receive timely and reliable transportation.

Location:

829 West Silverlake Road, Tucson, AZ 85713

• Assist with all phone call information and dispatching of rides
• Organize and route trips based on schedule and location to ensure optimal performance
• Provide assistance to drivers for directions to destinations
• Book and confirm client trips based on vehicle availability, location and timing
• Optimize daily schedules to reduce fuel costs and increase fleet efficiency
• Assist drivers and transportation providers with problems or issues relating to scheduling
• Establish and maintain effective communication with transportation providers
• Answer incoming calls from customers and drivers in a professional manner
• Log customer interactions and maintain detailed call records in the appropriate system
• Report and record all incidents to the applicable manager
• Document and report provider no‑shows or on‑time performance issues
• Inform transportation providers of their next‑day trips and any new trips that occur
• Monitor radio, telephone and on‑road provision of service for quality
• Record time of departure, destination, and expected time of return
• Provide feedback on drivers’ performance
• Address and resolve complaints or elevate issues when needed

• High school diploma or G.E.D. equivalent
• 2+ years in transportation call center operations, routing, dispatching, and scheduling expertise
• Basic understanding of local geography and transportation regulations
• Valid authorization to work in the United States

• Excellent communication and interpersonal skills
• Good organizational skills with attention to timeliness and details
• Ability to prioritize tasks and stay calm under pressure
• Demonstrated use of scheduling software, two‑way radio communication, and data analysis skills
• Proficient in computers, including Microsoft Word, Excel and other Microsoft applications
• Ability to maintain a high level of confidentiality
• Regular attendance is required

• Experience with a transit scheduling system (1+ year preferable)
• Knowledge of GPS and GIS systems
• Bilingual in English and Spanish

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Hourly Rate: $18/hr this information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors.

We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

MTM is an equal‑opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, state, and federal law. If you need accommodations, please contact MTM’s People & Culture.