Customer Service Specialist (ACCESS)

Position Summary :

Under general supervision, responds to requests for information and provides customer service for ACCESS services and programs. Characteristic Duties and Responsibilities are as follows: This role covers customer service, administrative support, scheduling coordination, and ensuring compliance with federal and local ADA requirements to provide safe, reliable, and equitable transportation for individuals with disabilities. Summary of Key Responsibilities

• Respond quickly and courteously to incoming calls, emails, and TDD messages.
• Follow documented scripts and standard operating procedures.
• Schedule, modify, and cancel paratransit trips according to ADA regulations and client needs.
• Verify and update passenger eligibility, records, and special service requirements.
• Work with drivers and dispatchers to ensure timely service.
• Guide applicants on ADA services, eligibility, and recertification processes.
• Record complaints, trip changes, and service issues, and escalate when needed.
• Maintain professional conduct while adhering to accessibility and sensitivity standards.
• Prepare reports and manage data using specialized software.
• Assist passengers with communication, accessibility needs, and safe boarding and alighting.

Scheduling and reservation duties include accurately scheduling paratransit rides, such as single trips, standing orders, or subscriptions, considering eligibility, passenger needs, pickup and drop-off times, and shared-ride policies. Make necessary changes or cancellations and communicate updates to riders effectively. Reservation agents should negotiate pickup times within ADA guidelines to maximize efficiency while ensuring punctual arrivals. Record keeping and reporting involve maintaining accurate records, including computerized manifests, logs, and files related to scheduled trips, cancellations, and no-shows. Collaborate closely with dispatchers and drivers to ensure smooth service, assist with special needs information, and stay updated on vehicle locations and service adjustments. Reservationists and customer service agents must understand and follow ADA regulations to ensure accessible services for riders with mobility devices, service animals, or hidden disabilities. They should help verify ADA eligibility, explain requirements, and assist applicants through certification, recertification, and temporary eligibility processes. They may also update passenger records with accessibility needs, contact information, and special requirements. Technologically skilled staff will operate multi-line phone systems, computers, TDD devices, GPS tracking, two-way radios, and scheduling software effectively to handle reservations and provide accurate information. Professional standards require staff to be punctual, reliable, and professional in a high-volume call center setting. They should manage stress well, multitask effectively, and deliver services efficiently with patience and courtesy.

QUALIFICATIONS

High school graduation and two (2) years of experience providing customer service in a contact center setting to the public; or an equivalent combination of education and experience.

Knowledge, Skills and Abilities :

Customer service representatives must understand the Americans with Disabilities Act (ADA) requirements for paratransit, including service areas, eligibility criteria, fare policies, and reasonable accommodations.

Knowledge of:

Eligibility criteria for riders with physical, cognitive, or mobility disabilities Service requirements, such as operating within 3/4 miles of a fixed route and maintaining comparable service hours Understanding accessible vehicle features, including lifts, ramps, and securement devices Awareness of federal, state, and local disability legislation, and oversight responsibilities by agencies like the FTA Using person-first language and sophisticated communication techniques for individuals with hearing, speech, vision, cognitive, or mobility impairments Knowledge of TTY/relay services and other assistive technologies for effective communication Handling complaints, inquiries, and emergency response situations calmly and professionally Being patient and respectful, offering assistance without making assumptions Skills in: Understanding of the

ADA and Paratransit Regulations:

Must be knowledgeable about the Americans with Disabilities Act (ADA) and related paratransit rules, policies, and eligibility criteria to ensure compliance and provide accurate guidance to riders

Disability Etiquette and Sensitivity:

Training on assisting people with physical, sensory, intellectual, or cognitive disabilities is essential. This includes knowing how to interact respectfully, use person-first language, and avoid assumptions about a rider's needs Familiarity with local geography and transit operations: Understanding transit routes, schedules, timetables, and local geography helps representatives provide accurate information and guidance Verbal and written communication: Ability to clearly communicate route information, policies, and service updates. This includes precise, patient, and empathetic communication with passengers of varying abilities Effective listening and problem-solving: Competence in handling escalated complaints, responding to inquiries, and resolving service issues promptly and professionally Use of assistive and accessible communication tools: Knowledge of TTY, Telephonic Devices for the Deaf (TDD), or other communication aids to support riders with hearing or speech impairments Computer and data management: Proficiency in using personal computers, transit scheduling software, customer databases, and office applications (e.g., MS Word, MS Excel) for logging trips, processing reservations, and maintaining records Accuracy and attention to detail: Ability to manage schedules, enter trip details accurately, and verify bookings to ensure riders receive correct services Clerical and administrative competencies: Performing tasks such as record keeping, filing, and generating reports, while coordinating with other departments and staff Sensitivity and respect for individual needs: Treating riders as customers first and adjusting assistance based on their abilities and preferences Patience and professionalism: Handling complex customer interactions calmly, including those with "hidden" or neurodivergent disabilities

Selection Process:

After evaluating the completed application packets, we will invite the most qualified applicants to the next step in the recruitment process. We will not make any hiring decisions until all steps in the selection process are completed, including reference and background checks. Kitsap Transit does not pay any relocation costs.

To Apply:

If you decide to apply for this position, please visit our employment link at https://www.governmentjobs.com/careers/kitsaptransit . Please contact Janel Silver in the Human Resources Department at (360) 473-1138 if you have any questions.

Closing Date:

This posting is open until Wednesday April 15, 2026. You may include a resume; however, it may not be used in lieu of a completed application.