Customer Service Representative - Bilingual
About The Position
Customer Service Representative (CSR) Bilingual (English/Spanish) Transdev in San Rafael, CA is hiring a Customer Service Representative (CSR) / Mobility Travel Navigator (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 $22.00 – maximum $26.00 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
