Paratransit Customer Support Specialist

VIA Metro Transit; San Antonio (TX); On-site; USD 45,000 - 76,000; Full time

Job summary

VIA Metro Transit in San Antonio, Texas seeks a Sales and Customer Relations professional to respond to and resolve complex customer concerns across VIAtrans, VIA Link, and paratransit programs. You will collaborate with multiple departments and contractors to deliver timely, accurate, and empathetic service while documenting cases in key information systems.

The role emphasizes investigation, written and verbal responses, data entry accuracy, and the ability to manage high-demand periods.

Qualifications

• Associate’s Degree and one year of customer service or related experience.
• ADA paratransit operations experience preferred.
• Call center or online customer support experience preferred.

Responsibilities

• Investigates, resolves complex customer concerns across VIAtrans and paratransit programs.
• Coordinates with VIA departments and providers to resolve issues and document cases.
• Responds to inquiries via phone, email, and digital channels; prepares written responses.
• Monitors case queues, escalates as needed, and supports service-level goals.

Skills

Customer service

Conflict resolution

Data entry

Education

Associate’s Degree

Tools

Windows

Microsoft Word

Excel

Outlook

CRM platforms

Trapeze COM

RideCo

AVL tools

Job description

VIA Metro Transit in San Antonio, Texas seeks a Sales and Customer Relations professional to respond to and resolve complex customer concerns across VIAtrans, VIA Link, and paratransit programs. You will collaborate with multiple departments and contractors to deliver timely, accurate, and empathetic service while documenting cases in key information systems.

The role emphasizes investigation, written and verbal responses, data entry accuracy, and the ability to manage high-demand periods.