Customer Service Representative

Position Summary Cascade East Transit is looking for an experienced Customer Service Representative to join our Customer Service Call Center team. The starting wage is $19.85 per hour. The ideal candidate will be skilled in professionally fielding customer service-related calls, multi-tasking across multiple platforms, and have a passion for serving our local community. This position will be based at our Redmond Cascade East Transit Operations center. It is a great opportunity for someone who wants to work with a small, dedicated team in an environment with steady, reasonable, and consistent work hours. Role Of Department The overarching purpose of COIC's transportation program is to strengthen regional transportation services and infrastructure through the development and implementation of regionally-based transportation plans, administration and operations, service coordination, and project development. A regional approach to transportation enhances efficiencies among transportation organizations and ensures regional connectivity for Central Oregon's residents, businesses, and visitors. Job Purpose Receive calls, identify and obtain necessary information to determine transportation needs, provide information on transportation options, and set up rides as appropriate. Process ride requests from clients or client representatives via telephone, email, or fax. Determine appropriate ride type, verify billing, and enter all required information into the CET computer system for Dial‑A‑Ride clients, reviewing eligibility and confirming client information. Functions, Duties And Responsibilities Receive calls, identify and obtain information necessary to determine transportation needs. Provide appropriate information on transportation options and set up rides. Process ride requests and information from clients via telephone, email, or fax. Determine appropriate ride type, gather pertinent information, correct billing, and ensure proper processing of each call. Enter all required information into the CET computer system for Dial‑A‑Ride clients, review eligibility, and confirm client information. Assist in quality assurance monitoring and correction. Review future rides for error reduction. Receive comments, complaints, and other information related to the services provided. As appropriate, record information in Customer Comment Forms (CCF's) and notify COIC staff when an incident requires immediate attention, assisting in response as directed by the CET QA CSR Lead. Assist in reviewing ride records to ensure all assignments and program activities are justified for audit purposes. Handle real-time troubleshooting issues regarding rides scheduled through CET (e.g., missed pickups, late pickups, lost drivers, missing clients, client and provider complaints). Help train new staff members on response procedures, scheduling rides, using current CET software, and other duties. Work with clients to help them understand how to utilize CET based on their need and eligibility, and to understand their rights and responsibilities. Provide information to community partners (medical facilities, assisted living facilities, human service workers, etc.) regarding CET's role in coordinating transportation for Medicaid clients and local bus riders. Perform other duties as assigned. Competencies Accountability – Accepts responsibility and is accountable for achieving results. Adaptability – Adapts to handle unexpected challenges, responds positively to changes in direction and priorities. Attention to Detail – Is thorough and accurate, diligently attends to details and maintains high quality. Communication Skills – Possesses good verbal and written communication skills, articulates thoughts clearly and effectively. Conflict Resolution – Embraces positive conflict, treats others with respect and dignity, facilitates the development of creative solutions. Continuous Improvement – Initiates action to improve existing conditions and processes, identifies opportunities, generates ideas, implements solutions. Critical Thinking – Approaches problem‑solving with rigor, discipline, and analytical thinking. Customer Focus – Demonstrates ability and concern for delivering exceptional service to internal and external customers. Integrity & Trust – Complies with rules, regulations, policies, treats people with respect, maintains confidentiality, inspires trust. Motivating Others – Creates a positive work environment, empowers others, celebrates and rewards accomplishments. Personal and Professional Growth – Demonstrates continuous improvement, energy, creativity, intellectual growth, seeks learning opportunities. Professionalism – Behaves in a business‑like manner, performs responsibilities to the highest standards, displays proper attitude and work attire. Team Work – Works collaboratively, gets help when needed, shares knowledge, contributes to a positive work environment. Time Management – Uses time effectively and efficiently, prioritizes tasks against business objectives. Work Standards – Sets high performance standards for self and others, takes responsibility and accountability for assignments. Qualifications Proficiency with Microsoft Word and Excel. Ability to work as part of a team. Ability to deal with a wide range of personalities, temperaments, and ability levels while maintaining a courteous and professional demeanor. Ability to complete multiple tasks, occasionally under highly stressful and/or time‑sensitive conditions. Regular attendance with minimal unplanned leave. Pass a criminal background and driving background check. Valid driver’s license and access to a private vehicle or equivalent transportation. Maintain client and agency confidentiality. Effective time management skills. Strong communication and interaction skills. Effective oral and written communication skills. Spanish language skills will be given special consideration. HIPAA Certification (provided by COIC). Education Requirements High school diploma or equivalent plus three (3) years of related work experience, or the equivalent combination of education and experience. Previous call center and/or customer service experience is highly considered. Physical Requirements Mobility to work in a typical office setting; some walking, standing, stooping, occasional lifting up to 20 pounds; vision to read printed materials and a computer screen; hearing and speech to communicate in person or over the telephone. Accommodation may be made for qualified individuals who require and request such accommodation. May be required to drive a motor vehicle to travel to various work sites. Working Conditions Work performed in a well‑protected office environment with minimal hazards. Occasional temperature change, noise, or interactions of a disagreeable nature may occur. Exposure to Confidential Information HIPAA compliance required. Equal Employment Opportunity COIC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Benefits COIC offers eligible employees a comprehensive health care package that covers medical, prescription, dental, and vision coverage for employees and their eligible dependents. Additional benefits include: Life Insurance for employee and dependents Accidental Death and Dismemberment Insurance Long‑term Disability Insurance Employee Assistance Program Retirement Program through Oregon PERS Vacation leave – 8 hours per month for full‑time employees Sick leave – 8 hours per month for full‑time employees Holidays – 9 paid holidays CET transit pass Employee‑paid voluntary benefit offerings include: 125 Flexible Spending Program 457 Deferred Compensation Program Supplemental group policy offerings through AFLAC Voluntary Life and Accident Insurance through New York Life insurance LegalShield membership #J-18808-Ljbffr