CUSTOMER SERVICE

Job Description

Job Description

SUMMARY DESCRIPTION
This front-line position is based at our Transit Center and plays a vital role in assisting passengers with questions, providing route and schedule information, and facilitating the purchase of bus passes. The ideal candidate will have excellent communication skills, a positive attitude, and a strong commitment to delivering outstanding service to the community.

Key Responsibilities:

Customer Service Excellence:

• Greet and assist customers with questions about bus routes, schedules, fares, and services.
• Answer incoming calls and respond to inquiries about bus schedules, connections, detours, and service changes.
• Communicate route updates and detours clearly to customers and provide accurate, timely information.
• Address and resolve customer concerns with professionalism, empathy, and a solutions-based mindset.
• Assist in creating and updating Ride Accounts as needed.
• Maintain a clean, organized, and welcoming Transit Center environment.
• Report any unsafe conditions to the Operations Manager promptly.

Operational Communication:

• Communicate regularly with bus operators to stay informed of delays, detours, and service disruptions.
• Keep printed schedules stocked and readily available at the Transit Center.
• Stay current on all route changes and be prepared to explain them clearly to the public.

Ticketing and Record Keeping:

• Process the sale of daily and monthly bus passes and provide receipts to customers.
• Maintain accurate records of all sales and submit them to the Controller in a timely manner.
• Assist with inventory of ticket stock and related materials.

Cross-Functional Support:

• Collaborate with Fixed Route and Shared Ride departments.
• Cross-train with Customer Service staff in the Front Office as needed.

Skills & Qualifications

• High school diploma or equivalent; additional education in customer service or transportation is a plus.
• Previous experience in customer service or front-facing public role preferred.
• Strong verbal and written communication skills.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Proficiency in basic computer systems; experience with scheduling or dispatching software is a plus.
• A positive, professional attitude and a strong commitment to delivering outstanding customer service.
• Bilingual (especially Spanish) is a plus.