Transit Customer Service Representative

Madison, City of (WI); Madison (WI); On-site; USD 43,000 - 52,000; Full time

Benefits offered by this job

Public Service Loan Forgiveness

Job summary

City of Madison – Metro Transit is seeking a Transit Customer Service Representative for full-time, permanent work in Madison, WI. You will answer calls from fixed-route riders and Paratransit clients, assist at the front desk, sell transit passes, and help reunite customers with lost items.

You will also handle inquiries, bookings, and schedule changes to support riders daily. The role emphasizes excellent communication, problem-solving, and the ability to work with diverse community members.

Qualifications

• Experience in a fast-paced call center environment is preferred.
• Strong communication and problem-solving skills.
• Ability to handle cash transactions accurately.

Responsibilities

• Answer calls from fixed-route bus riders with arrival and fare information.
• Answer calls from Paratransit clients to book and modify rides.
• Handle cash and ticket sales, lost and found, and front desk duties.
• Record customer feedback using active listening and questions.
• Use computerized systems and software applicable to the position.
• Collaborate with supervisors and Operations staff to provide accurate information to callers.
• Perform other duties as assigned.

Skills

Call center experience

Cash handling experience

Job description

Come join the Metro Transit customer service team!

Now Hiring: Transit Customer Service Representative (Full-Time, Permanent)

Do you enjoy helping people and making a difference in your community? Join our team at Metro as a Transit Customer Service Representative!

In this role, you’ll be the friendly voice that helps riders get where they need to go. You'll answer phone calls from both fixed-route passengers and paratransit riders—helping with things like bus arrival times, fares, trip planning, ride bookings, schedule changes, and general service questions.

You’ll also work at our front desk, greeting visitors in person, answering questions, selling transit passes, and helping reunite customers with lost items.

If you’re a great communicator who enjoys problem-solving and helping people navigate their day, we’d love to have you on board.

Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.

Employees in this position may be scheduled to work various shifts during hours the Customer Service Center is open (6:10 AM to 6:00 PM weekdays, 8:00 AM to 4:30 PM on Saturday/Sundays/holidays). Successful candidates will be available to be scheduled during any and all hours of operations.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

• Answer calls from fixed-route bus riders checking on bus arrivals, fare prices, planning routes and asking for schedule information
• Answer calls from Paratransit clients calling to book rides, make changes to rides, cancel rides and verify pick-up or drop-off times
• Handle cash and ticket sales, lost and found, reception and work with in-person customers at the Metro front office window
• Record customer feedback about our services by asking the right questions, using critical thinking skills, and active listening
• Use computer systems and software applicable to the position
• Work closely with unit supervisors and Metro Operations staff to provide accurate and timely information to all callers
• Other duties as assigned

For a full list of the duties and responsibilities, please see the class specification.

All applicants will be considered for this position with preference to those applicants with call center experience and/or cash handling experience. Depending on the number of applicants, random selection may be used to determine who moves forward in the process.

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to effectively work with multicultural communities.

Employees in this position MUST be available to be scheduled for any shifts during the Customer Service Centers hours of operation: 6:10 AM to 6:00 PM weekdays, 8:00 AM to 4:30 PM on Saturday/Sundays/holidays.

Physical requirements:

Ability to meet the transportation needs of the position.

Employees will be expected to spend a majority of time sitting/standing while operating a desktop computer and telephone. Employees will also have significant public contact by phone and will be expected to provide excellent customer service. Employees will be expected to lift 10-15 pounds regularly and up to 25 pounds on occasion. This includes lifting lost and found items including bicycles.

This is an in-person job and remote work is not available.

The listed salary is step 3 per hiring guidelines.