Bilingual Transit Support Agent (English/Spanish)

Valley-Metro; Phoenix (AZ); On-site; USD 27,000 - 40,000; Full time

Job summary

Valley Metro is seeking a customer support role to assist transit riders with information and service inquiries across multiple channels. The position handles high-volume calls and emails, resolving issues and guiding riders on trip planning and eligibility for programs.

The role requires a high school diploma or GED plus 2 years of relevant experience; bilingual English/Spanish is essential. Training and cross-functional collaboration are part of the job, with a strong emphasis on quality

Qualifications

• High School Diploma or GED with 2 years in general customer support.
• Experience in call center communication.
• Fluency in both English and Spanish.
• Equivalent combination of education and experience; additional education cannot substitute for experience.

Responsibilities

• Manage routine high-volume phone and email inquiries by providing information and customer support.
• Review routine correspondence and service updates; log commendations and suggestions.
• De-escalate, document, and resolve complaints; assist callers with trip planning or eligibility for special programs.
• Cross-train with other employees and assist with fielding inquiries (e.g., fare support).
• Perform other duties of a similar nature and level as assigned.

Skills

Public transit knowledge

Phone & email handling

Complaint logging

Fare/eligibility knowledge

De-escalation techniques

Trip planning assistance

Cross-training

Communication skills

Education

High school diploma or GED

Tools

Basic computer software

Job description

Valley Metro is seeking a customer support role to assist transit riders with information and service inquiries across multiple channels. The position handles high-volume calls and emails, resolving issues and guiding riders on trip planning and eligibility for programs.

The role requires a high school diploma or GED plus 2 years of relevant experience; bilingual English/Spanish is essential. Training and cross-functional collaboration are part of the job, with a strong emphasis on quality