Customer Support Representative - Bilingual Spanish/English

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

First review of applications will begin July 18, 2026; weekly thereafter until filled.

Purpose of Role:

To support customers by providing information to transit riders and resolving service inquiries through multiple communication channels.

The full pay range for this position is ($19.47-$29.21) per hour, with an anticipated starting pay rate between entry ($19.47) and midpoint ($24.34) of the range. It’s essential to note that the actual hourly rate offered will be determined based on several factors, including skills, qualifications, experience, education, certifications, training, and internal equity considerations.

High School Diploma or GED and two (2) years of experience in:

• General customer support
• Call center communication
• Fluency in both English and Spanish
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Additional education cannot be substituted for experience

Human Resources reserves the right to call only the most qualified candidates to the selection process

Licensing/Certification Requirements:None required

The following functions are intended to provide a representative summary of the primary duties and responsibilities of this position and are not an exhaustive list of all duties that may be performed.

• Manage routine high-volume phone and email inquiries by providing general information and customer support to public transit riders and directing customers as necessary
• Review routine correspondence and service updates; and log commendations and suggestions
• De-escalate, document, and resolve complaints; and 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

Required Knowledge & Skills: Knowledge of:

• Basic understanding of public transit system operations
• Thorough knowledge of phone and email inquiry handling procedures
• In-depth awareness of complaint logging practices
• Basic comprehension of transit program eligibility processes
• Advanced knowledge of customer de-escalation techniques
• Familiarity with standard service update communication methods
• Detailed understanding of fare support inquiry assistance
• Using a computer and related software

Skill in:

• Handling general phone and email inquiries
• Logging complaints and commendations properly
• Assisting with trip planning questions
• De-escalating routine customer concerns
• Reviewing service updates and announcements
• Cross-training with team members
Communication and interpersonal skills to exchange information and receive work direction

Work is performed in a typical office setting with routine use of standard office equipment. This role is sedentary, requiring the physical exertion of up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.

This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, reaching, twisting, time pressure, tedious or exacting work, changing of tasks, multitasking, irregular work schedule/overtime, and working with others on a team.

Valley Metro is a Drug-Free Workplace and an Equal Opportunity Employer.