CUSTOMER SERVICE REPRESENTATIVE - TRANSIT (HYBRID)

Lynx Career Center•Orlando, FL

23h•Hybrid

About The Position

Help Central Florida stay connected as a Customer Service Representative, also known at LYNX as the Mobility Service Representative. In this role, you will assist riders with trip planning, bus routes and schedules, fares, and service updates, primarily through incoming calls and other customer communication channels. You will answer questions, address concerns with patience and professionalism, document customer interactions, and coordinate with operations staff to provide accurate, timely information. This position requires strong communication skills, attention to detail, and the ability to navigate computer systems while assisting customers.

Requirements

High School Diploma or GED, plus three years of clerical, data entry, and computer software experience and at least one year of customer service experience provided in person or by telephone.
Ability to work remotely within the Central Florida area; must have reliable transportation and flexibility to cover office-based areas based on operational needs.
Ability to work remotely within Central Florida and have reliable transportation and flexibility to report onsite or cover customer service assignments as operation needs require.
Ability to operate computer systems and learn department-specific software, including scheduling platforms, mapping tools (e.g., Google Maps), and call tracking systems.
Ability to verbally express or exchange ideas by means of spoken word in English.
Any employee using a company vehicle must possess a valid Florida driver’s license and maintain a safe driving record.
As a HIPAA Workforce Member, the incumbent in this position will be requested to sign a Confidentiality Agreement affirming their obligation to maintain confidentiality of all employees’ Personal Health Information (PHI).
This position is considered a mission critical member of LYNX’s emergency preparation and response efforts during an emergency or disaster and as such, will be asked to work during these emergencies or disasters.

Nice To Haves

Three years of experience performing face-to-face customer service duties and/or call center experience.
Government, public sector, and/or transit work experience.
Bilingual or multilingual.

Responsibilities

Works as part of the customer service team in the Mobility Services department delivering excellent customer service.
Responds to customer concerns in a professional and empathetic manner, escalating issues when necessary to ensure resolution.
Keeps hold/wait times to a minimum and adheres to call center/customer service performance metrics.
Communicates regularly with operations staff regarding scheduling, cancellations, and passenger issues.
Records and tracks customer calls, inquiries, and concerns using appropriate software systems; updates and maintains monthly reports.
Stays informed of all policy changes, service updates, detours, and bulletins to provide accurate information.
Assists with mail-outs for rider guides, schedules, and other informational materials.
Supports team members by covering assignments during absences and assisting with training as needed.
Answers incoming calls promptly for fixed-route services, providing accurate schedule, routing, and system-wide information using Schedule books, maps, trip planning tools, and schedule brochures.
Records accurate and detailed trip information while providing emergency call support during unexpected service interruptions.
Provides Estimated Time of Arrival (ETA) updates to passengers and communicates any delays or changes.
Maintains up-to-date passenger records in customer database; makes all necessary changes to key fields during call.
Operates the ticket sales window at LYNX Central Station, delivering patient, high-quality customer service and accurately and efficiently processing cash and electronic transactions.
Handles overflow calls to help stabilize service levels and ensure consistent customer experience during high-volume periods.
Operates the lost and found window at LYNX Central Station, assisting customers with inquiries and ensuring proper documentation and follow-up.
Uses a company vehicle to collect lost and found items from LYNX properties, which requires the ability to lift up to 50 pounds and the ability to possess and maintain a valid Florida Driver’s license and safe driving record.