Customer Service Representative

Transdev

San Rafael, Arizona, United States

San Rafael, Arizona, United States

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About

Customer Service Representative (CSR) Transdev in San Rafael, CA is hiring a Customer Service Representative. The CSR assists customers by providing information and trip planning assistance for Marin Access services and associated programs. Takes customer calls and schedules customer rides using a computerized scheduling system. Transdev is proud to offer: * Competitive compensation package of minimum $20.6 - maximum $26.22 * Bilingual (English/Spanish) - PLUS $1.50/hour. Benefits include: -Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years. -Sick days: 5 days annually -Holidays: 12 days; 9 standard and 3 floating -Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Key Responsibilities: * Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations. * Facilitate trip reservations, cancellations, and modifications with a focus on ensuring that all details are accurately documented for local, regional, and transfer trips, as well as for general public shuttle services. * Maintain accurate trip booking records including contact information, mobility aids, and pick up / drop off preferences. * Respond to incoming calls, emails, and MS Teams chats in a timely and professional manner. * Troubleshoot issues to achieve first call resolution, resolve complaints, and escalate complex inquiries as needed. * Adhere to all call center scripts, procedures, and compliance standards. * Meet or exceed performance metrics, including call handling time, quality, and customer satisfaction. * Ensure that callers receive equal access and support. * Answer all incoming calls in a courteous, professional, and accessible manner. * Participate in training, coaching, and team meetings to enhance skills and performance. * Book trips in accordance with ADA regulations, such as within ¾ mile of fixed route service during operational hours and including trip time negotiation. * Follow all relevant policies and procedures related to the Americans with Disabilities Act (ADA). * Maintain confidentiality and handle all rider information with sensitivity and discretion. * Work closely with dispatchers, eligibility staff, and supervisors to ensure smooth service delivery. * Other duties as required. Qualifications: -Must be at least 21 years old with a High School Diploma, GED or equivalent. -Understand the full suite of Marin Access Transportation programs. -Understand ADA (The Americans with Disabilities Act) requirements. -Excellent written and oral communication skills; communicate effectively and clearly over the telephone in keeping a professional and pleasant tone. -Utilize computer software, proficient computer skills. -Travel requirement (as a percent):

San Rafael, Arizona, United States

Languages

English

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