Customer Service Representative - Bilingual

Customer Service Representative - Bilingual San Rafael, CA Apply Now 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.

Key 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.

Qualifications:

• 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):