Call Center Representative 8072

City of Greensboro, NC; Greensboro (NC); On-site; USD 42,000 - 44,000; Full time

Benefits offered by this job

Benefits package

Job summary

City of Greensboro, NC is hiring a Call Center Representative for the Access GSO program. You will schedule paratransit trips, answer rider inquiries, and provide accurate information to ensure dependable transportation.

The role emphasizes compassion, attention to detail, and the ability to work in a fast-paced environment while supporting riders with disabilities.

Qualifications

• High School Diploma or GED and 1–3 years in customer service.
• Experience using Microsoft Office (Excel, Word, Outlook).
• Bilingual skills and disability awareness are a plus.

Responsibilities

• Receive incoming calls from eligible riders or designees.
• Schedule trips using reservation software and manage trip details.
• Provide information on trip status and transportation arrangements.
• Handle trip cancellations and other customer requests with accuracy.
• Escalate issues per City of Greensboro procedures when needed.
• Maintain professionalism and data-entry accuracy in a fast-paced setting.

Skills

Customer service

Communication

Multitasking

Patience

Data entry

Education

High School Diploma/GED

Tools

Excel

Word

Outlook

Job description

Connect Riders to Opportunity: Become an Access GSO Call Center Representative

Compensation and Benefits:

Estimated Hiring Salary Range: $41,600 - $43,922 Full Salary Range: $41,600 - $59,734

Salary is commensurate with qualifications and experience.

Benefits:

We offer an outstanding benefits package that supports your well-being.

Work Schedule:

Monday – Friday | 8:00 a.m. – 5:00 p.m., including holidays and weekends

This position requires the ability to remain flexible and adaptable to changes in the work schedule while working effectively in a fast-paced, customer-focused environment.

Because Access GSO Paratransit Services operate when many City offices are closed, employees may be required to work weekends and/or days when City offices are closed while Access GSO services remain in operation. Candidates must be able to maintain professionalism, patience, and accuracy while responding to a high volume of customer requests.

Your voice can help someone get to work, a medical appointment, school, or the places that matter most.Join the Greensboro Transit Agency's Access GSO team and help provide reliable, respectful, and accessible transportation services to eligible riders with disabilities.

Help Connect People to the Transportation They Depend On.

The Greensboro Transit Agency's Access GSO program is seeking customer-focused and dependable Call Center Representatives to serve as a critical connection between eligible riders and the transportation services they rely on.

Access GSO provides paratransit services for persons with disabilities. As a Call Center Representative, you will be one of the first points of contact for riders and their designees, helping them schedule trips and obtain important information about their transportation.

This is more than answering phones. Your work directly supports independence, accessibility, and mobility.

Whether a rider needs transportation for work, healthcare, an appointment, community activities, or another essential destination, your ability to listen carefully, respond accurately, and provide compassionate service can make a meaningful difference.

If you thrive in a fast-paced environment, enjoy helping people, and have the patience and attention to detail necessary to manage multiple requests accurately, Access GSO wants you on our team.

Why You’ll Love Working With Us

Your Work Helps People Stay Connected and Independent.

As an Access GSO Call Center Representative, you will:

• Receiving incoming telephone requests from eligible Access GSO riders or their designees.
• Assisting customers with next-day and advance trip reservations up to seven days in advance.
• Using reservation-based scheduling software to accurately schedule and manage customer trips.
• Responding to inquiries regarding scheduled trips and transportation arrangements.
• Providing information regarding the status of vehicle arrivals.
• Processing trip cancellations and other customer requests.
• Applying operational knowledge, policies, procedures, and established guidelines when responding to customer needs.
• Exercising appropriate judgment and making decisions within established City of Greensboro and Greensboro Transit Agency operating parameters.
• Maintaining patience, professionalism, discretion, and courtesy in a fast-paced call center environment.
• Identifying and resolving customer service issues when possible and appropriately escalating matters when necessary.
• Maintaining a high level of attention to detail to minimize scheduling and data-entry errors.
• Following written and oral instructions and applying information efficiently and effectively.
• Managing multiple priorities while maintaining continuity, efficiency, and effectiveness.
• Communicating clearly and respectfully with riders, designees, coworkers, and other GTA staff.

Potential Career Path

Potential Career Progression

• Call Center Representative
  Build expertise in customer service, reservation systems, scheduling, communication, and transit operations.
• Senior/Lead Call Center Representative
  Take on increased responsibility for complex customer requests, training, quality assurance, and daily call center operations.
• Transit Scheduling / Operations Specialist
  Expand knowledge of scheduling, service coordination, transportation operations, and system management.
• Transit Operations or Customer Service Supervisor
  Lead employees, monitor service quality, resolve escalated customer concerns, and support operational performance.
• Transit Operations / Program Management
  Advance into positions involving transit programs, customer experience, scheduling, operations, or administrative management.

Skills You Can Build

• Customer service
• Call center operations
• Paratransit operations
• Accessibility and disability awareness
• Trip scheduling
• Reservation systems
• Transportation coordination
• Problem-solving
• Conflict resolution
• Communication
• Data entry and accuracy
• Time management
• Policy and procedure application
• Decision-makingPublic service
• Teamwork and collaboration

We are looking for someone who is patient, dependable, detail-oriented, and genuinely committed to helping others. The ideal candidate can remain calm under pressure, listen carefully, accurately enter information, and make sound decisions while managing multiple customer requests.

This job is Non-Exempt and is subject to the overtime provisions of the Fair Labor Standards Act.

What You Bring

Minimum Qualifications:

• High School Diploma/GED with 1–3 years of experience in a customer service field.
• Experience using Microsoft Office software, including Excel, Word, and Outlook.

Preferred Qualifications:

The ideal candidate may also possess:

• 2–5 years of customer service experience.
• Experience working with people with disabilities.
• Bilingual communication skills.

Your Impact

A Phone Call Can Be the Connection Someone Needs.

For an Access GSO rider, a scheduled trip can mean more than transportation.

It can mean:

Getting to Work ? Keeping a Medical Appointment ? Attending School ? Visiting Family ? Participating in the Community ? Maintaining Independence

As a Call Center Representative, you help make those connections possible.

Your patience, accuracy, communication, and commitment to service help ensure that eligible riders receive the information and transportation assistance they need.

Ready to Lead?

Your Voice. Your Service. Their Connection.

If you are patient, compassionate, detail-oriented, and motivated by helping others, Access GSO offers an opportunity to turn your customer service skills into meaningful community impact.

Join the Greensboro Transit Agency and help ensure that people with disabilities have access to the transportation services they need to work, learn, connect, participate, and live independently.

Bring your customer service skills. Build your career. Help Greensboro stay connected.