Customer Service Representative (Full Time)

Customer Service Representative (Full Time)

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Location: Rochester, NY

Department: Customer Service

Posted: 5/27/2026

Location Name: RTS Monroe

Wage Max: 19.82 Hourly

Wage Min: 19.82 Hourly

Position Type: Full Time

Shift: Monday - Friday 10:00AM–7:00PM

Company Information:

Regional Transit Service (RTS) is a regional transit authority established by New York State with more than 1,000 employees who proudly serve customers and business partners in Monroe, Genesee, Livingston, Ontario, Orleans, Seneca, Wayne, and Wyoming counties. Recognized as one of the best-run transit systems in the nation, RTS partners with the community it serves to provide vital, safe, and sustainable transportation services to nearly 8 million people each year. We carry out our mission by connecting our customers to jobs, school, healthcare, shopping, and recreational activities every day.

JOB SUMMARY:

The Customer Service Representative is an integral member of the RTS Team bringing our values to life every day – Integrity, Respect, Diversity and Inclusion, Engagement and Collaboration, Agility and Innovation, and Performance Focused. The Customer Service Representative, working alongside the entire Customer Service Team, is responsible for making it easy for our customers to enjoy the ride with RTS, in accordance with company policies and procedures.

HOURLY RATE:$19.82

CURRENT AVAILABLE SHIFT: FULL TIME ( This is a union position associated with the Amalgamated Transit Union (ATU); therefore, all shifts are picked by seniority):

• Monday – Friday

• Hours: 10:00AM–7:00PM

ESSENTIAL FUNCTIONS:

• Receives, researches, and answers customer inquiries and requests regarding schedules, fares, special services, programs, and other related events

• Receives and places Community Partner pass orders

• Processes verbal and written requests for system information, programs, additional service, and timetables

• Receives and answers inquiries from departments and branches regarding Customer Service responsibilities

• Updates and maintains the Customer Service Department's system reference guides

• Participates in programs, presentations, and displays that require extensive customer contact

• Works on special projects or assignments as needed

• Distributes materials from other departments

• Exhibits the RTS WAY and brings our values to life every day. (Learn more at:

ADDITIONAL RESPONSIBILITIES:

• Other duties as assigned.

• Primarily assigned to the Customer Service Phone Center. Could also be required to work at the Main St. Front Desk or at the Transit Center.

EDUCATION & EXPERIENCE:

• High School Diploma or GED required.

• At least 2 years of customer service experience in a call center environment.

• Familiarity with Rochester and its streets preferred.

• Knowledge of bus routes preferred.

• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to perform a variety of routine duties involving the use of procedures and the application of clearly prescribed standard practice where the employee could make minor decisions and use some judgment

• Ability to work with objectives defined by supervisor or by explicit procedures and rules. Assignments and the performance of tasks and activities are reviewed by supervisor in detail with the employee. Situations not covered by rules or procedures are referred to the supervisor.

• Proficient computer skills, including basic knowledge of Microsoft Office and Trapeze FX, and intermediate knowledge of salesforce.com, our Customer Relationship Management System, Where's My Bus, Account Based Ticketing, Routematch ride scheduling and the internet, especially Google Maps.

• Excellent customer service skills

• Excellent verbal and written communication skills

• Strong time management skills

PHYSICAL DEMANDS& WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.

ADDITIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship and/or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable federal or state law. RGRTA will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.

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