Customer Service Representative - Bilingual

Transdev • San Rafael, CA

13d • $22 - $26

About The Position

Customer Service Representative (CSR) Bilingual (English/Spanish) Transdev in San Rafael, CA is hiring a Customer Service Representative (CSR) / Mobility Travel Nav igator (MTN). In this position, you will assist customers by providing information on Marin Access ADA and non-ADA programs and services, take customer calls and schedule customer rides using a computerized scheduling system, and perform application intake over the telephone for prospective new customers. Transdev is proud to offer: Competitive compensation package of minimum $2 2.00 – m aximum $2 6. 00 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.

Requirements

• Bilingual (English/Spanish) Cert level B1 or higher required
• High school diploma or equivalent, such as GED, required.
• Understand the full suite of Marin Access programs.
• Understand requirements of the ADA.
• Excellent written and oral communication skills; communicate effectively and clearly over the telephone in a professional and pleasant tone.
• Utilize computer software, including Microsoft Office, and possess proficient computer skills.
• Basic mathematical skills.
• Travel requirement (as a percent): <5% for occasional meetings.
• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

Responsibilities

• Follow general policies, procedures, and practices to ensure compliance with federal, state, local, and company rules and regulations.
• Facilitate ADA and non-ADA trip reservations, cancellations, and modifications with a focus on ensuring that all details are accurately documented for local, regional, and inter-agency transfer trips, as well as shuttle services.
• Maintain accurate trip booking records, including updated contact information, mobility aids, and key locational information related to trip origin and destination.
• Using first call resolution skills and an established script, accurately record applicant responses to all eligibility questions into an online intake portal.
• Respond to application status inquiries via telephone and assist Marin County Transit District staff in conducting follow-up on appointment requests
• Assist in reviewing and processing volunteer driver program participant reimbursement requests and report preparation.
• Provide customer support and problem resolution to callers regarding: Marin Transit and Marin Access programs and services; Other available private, public, and non-profit transportation programs that support mobility in Marin County; Clipper Card, including Senior Clipper Card and Clipper Access Card enrollment; Contact information for fixed-route customer service in Marin County and other Bay Area counties; Comprehensive transportation counseling based on the consumer’s needs; Specific trip planning as appropriate; Technical support, advice, and assistance to aid Marin Access consumers in utilizing online tools available to schedule, manage and pay for rides on Marin Access and Marin Transit services.
• Work with new and existing customers to review their travel needs and patterns, help them understand the available services, and develop individual mobility plans.
• Assist potential riders with filling out all required paperwork related to the intake process that is deemed necessary for eligibility.
• Identify and recommend Marin Access programs and services which caller may qualify for but are not currently using.
• Record customer complaints in feedback tracker and immediately alert management to serious complaints.
• 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 all 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 delivery of service.
• Perform other duties as required.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees