Transit Customer Service Representative

Transit Customer Service Representative

Come join the Metro Transit customer service team!

Now Hiring: Transit Customer Service Representative (Full-Time, Permanent)

Do you enjoy helping people and making a difference in your community? Join our team at Metro as a Transit Customer Service Representative!

In this role, you'll be the friendly voice that helps riders get where they need to go. You'll answer phone calls from both fixed-route passengers and paratransit ridershelping with things like bus arrival times, fares, trip planning, ride bookings, schedule changes, and general service questions.

You'll also work at our front desk, greeting visitors in person, answering questions, selling transit passes, and helping reunite customers with lost items.

If you're a great communicator who enjoys problem-solving and helping people navigate their day, we'd love to have you on board.

Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.

Employees in this position may be scheduled to work various shifts during hours the Customer Service Center is open (6:10 AM to 6:00 PM weekdays, 8:00 AM to 4:30 PM on Saturday/Sundays/holidays). Successful candidates will be available to be scheduled during any and all hours of operations.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

Examples of Duties and Responsibilities

• Answer calls from fixed-route bus riders checking on bus arrivals, fare prices, planning routes and asking for schedule information
• Answer calls from Paratransit clients calling to book rides, make changes to rides, cancel rides and verify pick-up or drop-off times
• Handle cash and ticket sales, lost and found, reception and work with in-person customers at the Metro front office window
• Record customer feedback about our services by asking the right questions, using critical thinking skills, and active listening
• Use computer systems and software applicable to the position
• Work closely with unit supervisors and Metro Operations staff to provide accurate and timely information to all callers
• Other duties as assigned

Minimum Qualifications

All applicants will be considered for this position with preference to those applicants with call center experience and/or cash handling experience. Depending on the number of applicants, random selection may be used to determine who moves forward in the process.

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to effectively work with multicultural communities.

Special Requirements

Employees in this position MUST be available to be scheduled for any shifts during the Customer Service Centers hours of operation: 6:10 AM to 6:00 PM weekdays, 8:00 AM to 4:30 PM on Saturday/Sundays/holidays. Physical requirements:

Ability to meet the transportation needs of the position. Employees will be expected to spend a majority of time sitting/standing while operating a desktop computer and telephone. Employees will also have significant public contact by phone and will be expected to provide excellent customer service. Employees will be expected to lift 10-15 pounds regularly and up to 25 pounds on occasion. This includes lifting lost and found items including bicycles.

This is an in-person job and remote work is not available. The listed salary is step 3 per hiring guidelines.

Benefits

The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary.

Compensation: The City of Madison strives to pay competitive wages. View the current salary schedules for pay for all classifications. Employees receive increases based on tenure with the City.

Benefits: The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our website for more information.

Leave: Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below. After 1 year 10 work days of vacation After 7 years 15 days After 11 years 20 days After 19 years 25 days After 27 years 27 days Employees earn 5 personal days in addition to vacation. Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 1 paid leave day (the Friday after Thanksgiving). Employees also earn 13 sick days annually that may accrue to a total of 150 days.

Retirement: The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds.

Insurance: The City of Madison offers a variety of optional insurance programs including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Life Insurance
• Income Continuation Insurance (for short and long-term disability)
• Long Term Care Insurance

Other Benefits: The City offers numerous other benefits and programs for employees, including:

• 457(b) Deferred Compensation Plans
• Employee Assistance Program
• Bus Pass on Madison Metro
• Flexible Work Schedules
• Employer-paid Training