Customer Service Representative (CSR)
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
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:
-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. xmcpwfu
-Utilize computer software, proficient computer skills.