Call Center Representative

Connect Riders to Opportunity: Become an Access GSO Call Center Representative

Welcome to the City of Greensboro. As an employer of choice, the City of Greensboro is committed to providing our employees with meaningful careers, competitive benefits, wellness resources, and programs designed to support their professional and personal well-being.

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Compensation and Benefits: Estimated Hiring Salary Range: $41,600 - $43,922 Full Salary Range: $41,600 - $59,734 Salary is commensurate with qualifications and experience. We offer an outstanding benefits package that supports your well-being. Work Schedule: Monday – Friday | 8:00 a.m. – 5:00 p.m., including holidays and weekends. This position requires the ability to remain flexible and adaptable to changes in the work schedule while working effectively in a fast-paced, customer-focused environment.

Because Access GSO Paratransit Services operate when many City offices are closed, employees may be required to work weekends and/or days when City offices are closed while Access GSO services remain in operation. Candidates must be able to maintain professionalism, patience, and accuracy while responding to a high volume of customer requests.

Your voice can help someone get to work, a medical appointment, school, or the places that matter most. Join the Greensboro Transit Agency's Access GSO team and help provide reliable, respectful, and accessible transportation services to eligible riders with disabilities.

Help Connect People to the Transportation They Depend On. The Greensboro Transit Agency's Access GSO program is seeking customer-focused and dependable Call Center Representatives to serve as a critical connection between eligible riders and the transportation services they rely on.

Access GSO provides paratransit services for persons with disabilities. As a Call Center Representative, you will be one of the first points of contact for riders and their designees, helping them schedule trips and obtain important information about their transportation.

This is more than answering phones. Your work directly supports independence, accessibility, and mobility. Whether a rider needs transportation for work, healthcare, an appointment, community activities, or another essential destination, your ability to listen carefully, respond accurately, and provide compassionate service can make a meaningful difference.

If you thrive in a fast-paced environment, enjoy helping people, and have the patience and attention to detail necessary to manage multiple requests accurately, Access GSO wants you on our team.

Your Work Helps People Stay Connected and Independent. As an Access GSO Call Center Representative, you will:

• Make a Meaningful Difference – Help people with disabilities access transportation and maintain greater independence.
• Be a Trusted Point of Contact – Provide courteous and professional assistance to riders and their designees.
• Support Accessibility – Help ensure eligible riders can access the transportation services they need.
• Solve Problems Every Day – Respond to trip requests, cancellations, vehicle arrival inquiries, and other customer needs.
• Build Valuable Skills – Strengthen your communication, scheduling, technology, problem-solving, and customer service skills.
• Work in a Mission-Driven Environment – Become part of a team providing an essential public service.
• Grow Your Career – Build a foundation for advancement in transit operations, customer service, scheduling, and public-sector careers.

About the Role

As an Access GSO Call Center Representative, you will provide front-line customer service and day-to-day support for trip reservation activities associated with Greensboro Transit Agency's Access GSO Paratransit Service.

You will interact primarily with eligible riders or their designees by telephone and will be responsible for providing prompt, courteous, accurate, and efficient service.

Key responsibilities include:

• Receiving incoming telephone requests from eligible Access GSO riders or their designees.
• Assisting customers with next-day and advance trip reservations up to seven days in advance.
• Using reservation-based scheduling software to accurately schedule and manage customer trips.
• Responding to inquiries regarding scheduled trips and transportation arrangements.
• Providing information regarding the status of vehicle arrivals.
• Processing trip cancellations and other customer requests.
• Applying operational knowledge, policies, procedures, and established guidelines when responding to customer needs.
• Exercising appropriate judgment and making decisions within established City of Greensboro and Greensboro Transit Agency operating parameters.
• Maintaining patience, professionalism, discretion, and courtesy in a fast-paced call center environment.
• Identifying and resolving customer service issues when possible and appropriately escalating matters when necessary.
• Maintaining a high level of attention to detail to minimize scheduling and data-entry errors.
• Following written and oral instructions and applying information efficiently and effectively.
• Managing multiple priorities while maintaining continuity, efficiency, and effectiveness.
• Communicating clearly and respectfully with riders, designees, coworkers, and other GTA staff.

Potential Career Path

The Call Center Representative position provides an excellent foundation for building a career in transit operations, customer experience, scheduling, public service, and transportation administration.

Potential Career Progression

• Call Center Representative – Build expertise in customer service, reservation systems, scheduling, communication, and transit operations.
• Senior/Lead Call Center Representative – Take on increased responsibility for complex customer requests, training, quality assurance, and daily call center operations.
• Transit Scheduling / Operations Specialist – Expand knowledge of scheduling, service coordination, transportation operations, and system management.
• Transit Operations or Customer Service Supervisor – Lead employees, monitor service quality, resolve escalated customer concerns, and support operational performance.
• Transit Operations / Program Management – Advance into positions involving transit programs, customer experience, scheduling, operations, or administrative management.

Skills You Can Build

• Customer service
• Call center operations
• Paratransit operations
• Accessibility and disability awareness
• Trip scheduling
• Reservation systems
• Transportation coordination
• Problem-solving
• Conflict resolution
• Communication
• Data entry and accuracy
• Time management
• Policy and procedure application
• Decision-making
• Public service
• Teamwork and collaboration

We are looking for someone who is patient, dependable, detail-oriented, and genuinely committed to helping others. The ideal candidate can remain calm under pressure, listen carefully, accurately enter information, and make sound decisions while managing multiple customer requests.

This job is Non-Exempt and is subject to the overtime provisions of the Fair Labor Standards Act.

Qualifications

What You Bring

Minimum Qualifications:

• High School Diploma/GED with 1–3 years of experience in a customer service field.
• Experience using Microsoft Office software, including Excel, Word, and Outlook.

Preferred Qualifications:

The ideal candidate may also possess:

• 2–5 years of customer service experience.
• Experience working with people with disabilities.
• Bilingual communication skills.

A Phone Call Can Be the Connection Someone Needs. For an Access GSO rider, a scheduled trip can mean more than transportation. It can mean getting to work, keeping a medical appointment, attending school, visiting family, participating in the community, or maintaining independence. As a Call Center Representative, you help make those connections possible. Your patience, accuracy, communication, and commitment to service help ensure that eligible riders receive the information and transportation assistance they need.

Ready to Lead? Your Voice. Your Service. Their Connection. If you are patient, compassionate, detail-oriented, and motivated by helping others, Access GSO offers an opportunity to turn your customer service skills into meaningful community impact. Join the Greensboro Transit Agency and help ensure that people with disabilities have access to the transportation services they need to work, learn, connect, participate, and live independently. Bring your customer service skills. Build your career. Help Greensboro stay connected. Apply today to become an Access GSO Call Center Representative!