Customer Service Representative / Mobility Travel Navigator

Transdev North America; 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

Short-term and long-term disability insurance

Job summary

Transdev North America in San Rafael, CA is looking for a Customer Service Representative (CSR) / Mobility Travel Navigator (MTN) to provide information on ADA services and schedule customer rides. This role requires strong communication skills and the ability to assist with various inquiries regarding transportation programs.

Successful candidates will assist customers over the phone, maintain trip booking records, and ensure compliance with federal and state regulations. A competitive compensation package ranges from $22.00 to $26.00 per hour along with various benefits, including vacation and sick days.

Qualifications

• Ability to assist customers with ADA and non-ADA program inquiries.
• Experience with computerized scheduling systems.
• Strong communication skills to address customer needs.

Responsibilities

• Assist customers by providing information on Marin Access ADA and non-ADA programs.
• Schedule customer rides using a computerized scheduling system.
• Facilitate trip reservations and maintain accurate records.

Skills

Customer service skills

Communication skills

Problem-solving skills

Education

High school diploma or equivalent

Job description

Position Overview

Customer Service Representative (CSR) / Mobility Travel Navigator (MTN)
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. Position is NOT Remote. IN‑OFFICE, located in San Rafael, CA.

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 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 elevate 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.

Travel requirement (as a percent): <5% for occasional meetings.

Physical Requirements

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

Drug‑free Workplace

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre‑employment drug screen.

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

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.