Customer Service Representative - Bilingual
Transdev North America, San Rafael, CA, United States
Customer Service Representative (CSR)
Bilingual (English/Spanish) required.
Location: San Rafael, CA.
Overview Transdev is hiring a Customer Service Representative / Mobility Travel Navigator.
In this role you will assist customers by providing information on Marin Access ADA and non‑ADA programs and services, handle calls, schedule rides using a computerized scheduling system, and perform application intake over the phone for prospective customers.
Compensation Competitive compensation package of minimum $22.00 – maximum $26.00.
Benefits
Vacation: One week during first year, up to four weeks after ten years.
Sick days: 5 days annually.
Holidays: 12 days; 9 standard and 3 floating.
401(k) retirement plan, medical, dental and vision, life insurance, short‑term disability, voluntary long‑term disability.
Key Responsibilities
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; maintain accurate trip booking records.
Use first‑call resolution skills and an established script to record applicant responses into an online intake portal.
Respond to application status inquiries via telephone and assist Marin County Transit District staff with 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 regarding Marin Transit and Marin Access programs, other transportation options, Clipper cards, and related services.
Offer comprehensive transportation counseling and specific trip planning as appropriate.
Assist customers in enrolling in Clipper cards and obtaining enrollment assistance.
Work with customers to review travel needs, explain available services, and develop individual mobility plans.
Assist potential riders with completing intake paperwork for eligibility.
Identify and recommend Marin Access programs that callers may qualify for.
Record complaints in the feedback tracker and alert management for serious complaints.
Respond to incoming calls, emails, and Microsoft Teams chats promptly and professionally.
Troubleshoot issues to achieve first‑call resolution, resolve complaints, and elevate 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 equal access and support for all callers.
Answer all incoming calls courteously, professionally, and accessibly.
Participate in training, coaching, and team meetings to improve skills and performance.
Book trips in accordance with ADA regulations and trip time negotiation.
Follow all relevant ADA policies and procedures.
Maintain confidentiality and handle 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.
Qualifications
Bilingual (English/Spanish) – Cert level B1 or higher.
High school diploma or equivalent (GED).
Understanding of Marin Access programs and ADA requirements.
Excellent written and oral communication skills; professional telephone presence.
Proficiency with Microsoft Office and other computer software.
Basic mathematical skills.
Travel requirement: Physical Requirements
100% of work is indoor, air‑conditioned or well‑ventilated.
Work performed in an office or cubicle with telephone and computer.
Employee spends long periods sitting, typing, or looking at a screen.
Can perform light physical activities such as movement/flexibility, repetitive hand‑wrist motion, lifting, balancing, walking, stooping, and handling materials.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws. If accommodation is needed, please contact HR.TalentAcquisition@transdev.com.
Drug‑free Workplace:
Eligible to work in the United States without sponsorship.
Successfully pass a pre‑employment drug screen.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion, or other legally protected status.
California applicants: Please click here for CA Employee Privacy Policy.
More info about Transdev: Transdev U.S. offers transportation solutions nationwide. Find out more at www.TransdevNA.com.
#J-18808-Ljbffr
Location: San Rafael, CA.
Overview Transdev is hiring a Customer Service Representative / Mobility Travel Navigator.
In this role you will assist customers by providing information on Marin Access ADA and non‑ADA programs and services, handle calls, schedule rides using a computerized scheduling system, and perform application intake over the phone for prospective customers.
Compensation Competitive compensation package of minimum $22.00 – maximum $26.00.
Benefits
Vacation: One week during first year, up to four weeks after ten years.
Sick days: 5 days annually.
Holidays: 12 days; 9 standard and 3 floating.
401(k) retirement plan, medical, dental and vision, life insurance, short‑term disability, voluntary long‑term disability.
Key Responsibilities
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; maintain accurate trip booking records.
Use first‑call resolution skills and an established script to record applicant responses into an online intake portal.
Respond to application status inquiries via telephone and assist Marin County Transit District staff with 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 regarding Marin Transit and Marin Access programs, other transportation options, Clipper cards, and related services.
Offer comprehensive transportation counseling and specific trip planning as appropriate.
Assist customers in enrolling in Clipper cards and obtaining enrollment assistance.
Work with customers to review travel needs, explain available services, and develop individual mobility plans.
Assist potential riders with completing intake paperwork for eligibility.
Identify and recommend Marin Access programs that callers may qualify for.
Record complaints in the feedback tracker and alert management for serious complaints.
Respond to incoming calls, emails, and Microsoft Teams chats promptly and professionally.
Troubleshoot issues to achieve first‑call resolution, resolve complaints, and elevate 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 equal access and support for all callers.
Answer all incoming calls courteously, professionally, and accessibly.
Participate in training, coaching, and team meetings to improve skills and performance.
Book trips in accordance with ADA regulations and trip time negotiation.
Follow all relevant ADA policies and procedures.
Maintain confidentiality and handle 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.
Qualifications
Bilingual (English/Spanish) – Cert level B1 or higher.
High school diploma or equivalent (GED).
Understanding of Marin Access programs and ADA requirements.
Excellent written and oral communication skills; professional telephone presence.
Proficiency with Microsoft Office and other computer software.
Basic mathematical skills.
Travel requirement: Physical Requirements
100% of work is indoor, air‑conditioned or well‑ventilated.
Work performed in an office or cubicle with telephone and computer.
Employee spends long periods sitting, typing, or looking at a screen.
Can perform light physical activities such as movement/flexibility, repetitive hand‑wrist motion, lifting, balancing, walking, stooping, and handling materials.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws. If accommodation is needed, please contact HR.TalentAcquisition@transdev.com.
Drug‑free Workplace:
Eligible to work in the United States without sponsorship.
Successfully pass a pre‑employment drug screen.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion, or other legally protected status.
California applicants: Please click here for CA Employee Privacy Policy.
More info about Transdev: Transdev U.S. offers transportation solutions nationwide. Find out more at www.TransdevNA.com.
#J-18808-Ljbffr