Customer Service Representative

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 :

Physical Requirements :

The essential functions of this position require the ability to :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com

Drug-free workplace :

Transdev maintains a drug-free workplace. Applicants must :

About Transdev : Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https : / / youtu.be / ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants : PleaseClick Herefor CA Employee Privacy Policy.

Job Category : Call Center / Dispatch / Reservationist / Scheduler

Job Type : Full Time

Req ID : 5430

Pay Group : 9U5

Cost Center : 416

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants : Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http : / / www.TransdevNA.com or watch an overview video.