Customer Service Representative / Mobility Travel Navigator

Transdev; San Rafael (CA); On-site; USD 30,307 - 35,817; Full time

Benefits offered by this job

401(k) retirement plan

Medical, dental, and vision insurance

Paid vacation and sick days

Job summary

Transdev is seeking a Customer Service Representative (CSR) / Mobility Travel Navigator (MTN) in San Rafael, CA. The successful candidate will assist customers with information on Marin Access ADA and non-ADA programs, schedule rides, and handle customer inquiries. This role is essential for ensuring compliance with transportation requirements.

The position offers competitive pay ranging from $22.00 to $26.00 per hour and includes additional benefits such as vacation time and healthcare coverage.

Qualifications

• High school diploma or GED required.
• Excellent written and oral communication skills.
• Understand the requirements of the ADA.

Responsibilities

• Assist customers with Marin Access programs and services.
• Schedule rides and maintain accurate trip records.
• Respond to application status inquiries.

Skills

Excellent communication skills

Proficient computer skills

Basic mathematical skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Customer Service Representative (CSR) / Mobility Travel Navigator (MTN) – San Rafael, CA.

Transdev is hiring a Customer Service Representative (CSR) / Mobility Travel Navigator (MTN) in San Rafael, CA. The role involves assisting customers by providing information on Marin Access ADA and non‑ADA programs and services, taking customer calls, scheduling rides using a computerized scheduling system, and completing phone application intake for prospective new customers. Position is NOT remote; it is IN‑OFFICE.

Compensation and Benefits

• Competitive compensation package of minimum $22.00 – maximum $26.00
• 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, 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, and 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, specific trip planning, and technical support for online tools available to schedule, manage, and pay for rides.
• Work with new and existing customers to review travel needs and patterns, help them understand the available services, and develop individual mobility plans.
• Assist potential riders with filling all required paperwork related to the intake process for eligibility.
• Identify and recommend Marin Access programs and services which callers may qualify for but are not currently using.
• Record customer complaints in a 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

• 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: less than 5% for occasional meetings.

Physical Requirements

• 100% of work is accomplished indoors in an air‑conditioned or well‑ventilated facility.
• Work is accomplished in a cubicle space equipped with a telephone and a computer.
• Employee is generally subjected to long periods of sitting, typing, or looking at a computer screen.
• Could perform physical activities such as movement/flexibility with arms, repetitive hand‑wrist motion, legs, minor lifting, balancing, walking, stooping, and handling of materials.

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 HR at [e-mail].

Drug‑Free Workplace

Applicants must be eligible to work in the United States without requiring sponsorship now or in the future, and must successfully pass a pre‑employment drug screen.

Equal Employment Opportunity

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.