Customer Service Representative

Customer Service Representative (CSR)

Please read the following job description thoroughly to ensure you are the right fit for this role before applying. 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 3⁄4 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 :