Customer Service Floater

Job Description

Job Description

Floater (Customer Service, Dispatch, & Scheduling) Job Description

Job Title: Operations Floater

Department: Operations

Reports To: Customer Service Supervisor

FLSA Status: Non-Exempt

Salary: $16.30/Hour  (Bilingual $18.30)

Revision Date: August 24, 2026

Effective Date: August 24, 2026

Summary

The Operations Floater provides flexible support across Customer Service Representative, Dispatcher, and Micro Transit Scheduler functions. This position performs routine clerical, administrative, customer service, dispatch, and scheduling duties to support daily transit operations. The Floater responds to customers, assists with route and schedule information, schedules transportation requests, assists with vehicle and driver assignments, supports fare collection and reporting processes, maintains records and files, and helps ensure transportation services are delivered safely, efficiently, and in compliance with Hill Country Transit District (HCTD) policies, procedures, and funding source requirements.

1. Receives, screens, and directs calls and visitors to appropriate staff; takes messages as required.
2. Provides information to the public regarding transportation services, transit policies, schedules, fares, route information, and trip planning.
3. Receives calls from clients requesting transportation service and determines whether to schedule or deny requests based on eligibility requirements and information provided by the caller.
4. Schedules transportation requests in a timely and efficient manner and ensures trips are scheduled within established service parameters.
5. Contacts clients as needed to adjust pick-up and/or return times to ensure service demands can be met.
6. Verifies that transit runs are assigned and covered in accordance with established procedures.
7. Controls vehicle assignments or manifests to ensure the fleet is used efficiently to meet public service demands and organizational needs.
8. Monitors and responds to calls from customers and employees using telephone, cellular phone, or two-way radio.
9. Verifies and monitors driver locations and driver assignments as needed to support daily operations.
10. Coordinates field activities, including bus changes, passenger transfers, manifest adjustments, special transit service return trips, and other operational needs, with an emphasis on minimizing passenger delays and maintaining goodwill with drivers and customers.
11. Coordinates vehicle use and assignments with schedulers and maintenance staff to ensure vehicles are available for scheduled maintenance service.
12. Maintains balanced and equitable distribution of transit runs for drivers.
13. Responds to emergency situations as requested, including hazardous or severe weather conditions, accidents, breakdowns, service disruptions, and other incidents.
14. Reports transit difficulties and other operational issues to the Dispatch Supervisor, Lead Dispatcher, or appropriate department to maintain or restore service and schedules.
15. Sells bus tickets, tokens, and monthly passes to the public for transportation services.
16. Participates in reporting, sorting, and depositing fare revenue in accordance with existing processes.
17. Provides assistance with regular transportation tasks as needed, including fare collection and uniform reconciliation.
18. Responsible for internal and external distribution of incoming and outgoing mail and ensures distribution to other HCTD office locations is properly labeled.
19. Maintains general office, client, and operational files.
20. Prepares and maintains reports, correspondence, memos, and other documents as needed or requested.
21. Duplicates and distributes materials as required.
22. Maintains reception area and workstation in a neat, efficient, organized, and professional manner.
23. Serves as backup or relief for Customer Service Representative, Transportation Clerk, Dispatcher, and Scheduler positions as assigned.
24. As the first person reporting to work or the last person leaving for the day, verifies that the facility, work office location, and equipment are secured.
25. Performs other duties as assigned.

• Communication proficiency
• Ethical conduct
• Flexibility
• Initiative
• Time management
• Teamwork
• Customer service
• Sound judgment under pressure

This position has no supervisory responsibilities.

• Ability to communicate effectively and follow oral and written direction.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to prepare and maintain accurate records and reports.
• Ability to establish and maintain effective working relationships with staff, other agencies, clients, drivers, and the general public using tact, courtesy, and good judgment.
• Ability to handle confidential and sensitive information.
• Ability to work independently and in a team environment with minimal supervision.
• Ability to resolve customer complaints courteously and tactfully.
• Ability to work under stressful situations and use sound independent judgment in emergency situations when supervisory personnel are not available.
• Ability to understand driver availability, vehicle availability, seated passenger capacity, wheelchair passenger capacity, and related service limitations when supporting scheduling and dispatch functions.
• Physical ability to perform the essential functions of the job.

• Ability to work cooperatively and productively with supervisors, individuals, professionals, and groups of persons at all levels of activity, contributing to a strong spirit of teamwork.
• Ability to communicate effectively, both verbally and in writing.
• Ability to perform tasks effectively and efficiently.
• Ability to plan and schedule work and implement directives without constant supervision.
• Ability to present a professional appearance and conduct when representing the system.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in a generally clean and healthy office environment. The noise level in the work environment is typically quiet. Work hours may vary according to assignment and operational need. Duties may include coverage during regular office hours and dispatch coverage ranging from early mornings to late evenings, Monday through Friday, with possible weekends, holidays, training, staff meetings, or other assignments outside the employee's regular work schedule. To the extent possible, advance notice may be given for work hours beyond an individual's specific schedule.

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist, and reach on a daily basis.
• Able to lift up to 10 pounds occasionally.

• High School Diploma or Equivalent.
• At least six (6) months clerical experience required.
• Must be 21 years of age.
• Must have a valid driver's license.
• Must be able to perform general office administrative activities, including use of a personal computer, word processing and spreadsheet software, 10-key calculator, computerized accounting software, copier, filing systems, fax machine, and telephone.
• Must have reliable means of communication, such as home telephone or cellular phone.
• Available and willing to work varying shifts, hours, and days as assigned, including early mornings, late evenings, weekends, and holidays.
• Regular attendance and reliability are critical to business operations.
• Experience working in a transit environment is highly desirable.

This position may be classified as safety-sensitive depending on assignment and is required to undergo and successfully pass required pre-employment screening, including criminal background checks and, when applicable, drug and/or alcohol testing. The employee must comply with all applicable HCTD policies, procedures, training requirements, and funding source regulations.

This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this job.

Prepared by: Hill Country Transit District Human Resources Department

SUPPLEMENTAL REQUIREMENTS

This position is classified as non-safety sensitive and is required to undergo and successfully pass pre-employment drug and/or alcohol testing, criminal background check, and driving record check, prior to appointment to position.

This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job.

Prepared by:

Hill Country Transit District Human Resources Department

Hill Country Transit District is an Equal Opportunity Employer