Transit Service Specialist - Nights & Weekends

RATP Dev; Asheville (NC); On-site; USD 20,000 - 29,000; Full time

Job summary

Asheville Transit Management is seeking a Customer Service Representative to support passengers and operators at the Transit Center. The role requires working nights, weekends, and holidays with a focus on accurate information delivery, trip planning, and issue resolution.

You will handle inquiries, document requests, and coordinate with Dispatch and Operations to ensure on-time service and customer satisfaction. Strong communication and calmness under pressure are essential.

Qualifications

• High school diploma or GED required.
• Minimum of two (2) years of customer service, call center, office administration, retail, hospitality, or related experience preferred.
• Must be at least 18 years of age.
• Valid driver's license with an acceptable driving record.
• Minimum of two (2) years of licensed driving experience preferred.
• Strong customer service, communication, and interpersonal skills.
• Ability to remain calm, patient, and professional in a fast-paced, high-volume environment while effectively resolving customer concerns.
• Demonstrated conflict resolution, de-escalation, problem-solving, and decision-making skills.
• Ability to think quickly, manage multiple priorities, and maintain accuracy and attention to detail under pressure.
• Ability to communicate effectively with a diverse customer population and explain routes, schedules, transfers, detours, and service options clearly and accurately.
• Working knowledge of local streets, roadways, landmarks, and community destinations, with the ability to read and interpret maps, route schedules, and transit service information.
• Proficiency with computer systems, including Microsoft Office applications and customer service software.
• Must successfully pass applicable pre-employment screenings, including background checks and drug and alcohol testing as applicable.

Responsibilities

• Greet and assist passengers, visitors, and community members in person and by telephone.
• Provide accurate information regarding routes, schedules, fares, transfers, detours, service changes, and transit policies.
• Assist customers with trip planning, navigating the transit system, fare purchases, and pass sales.
• Answer customer inquiries and receive, document, and respond to complaints, concerns, commendations, and service requests.
• Utilize route maps, schedules, transit software, and knowledge of service areas, roadways, and community destinations to assist customers.
• Communicate service disruptions, roadway closures, detours, and other operational impacts in a clear and timely manner.
• Maintain a positive, professional, and customer-focused attitude while exercising patience, sound judgment, and effective de-escalation techniques when addressing customer concerns.
• Serve as a welcoming and professional representative of the organization within the Transit Center.
• Coordinate with Dispatch, Operations, Road Supervisors, and other departments to communicate service information and resolve customer concerns.
• Communicate service disruptions, delays, detours, and other operational information to customers as needed.
• Monitor customer activity within the Transit Center and report safety, security, or operational concerns to appropriate personnel.
• Support operational efficiency by ensuring customer concerns and service issues are communicated accurately and promptly.
• Assist with special events, service changes, and public information initiatives as assigned.
• Maintain accurate records of customer interactions, complaints, and service requests.
• Perform data entry and general administrative duties using company systems and software.
• Complete reports and documentation in an accurate and timely manner.
• Maintain confidentiality of customer, employee, and company information.
• Complete assigned duties in a professional, accurate, and timely manner.
• Work cooperatively with operations, maintenance, administrative personnel, and transit operators.
• Perform other related duties as assigned.

Job description

Asheville Transit Management is seeking a Customer Service Representative to support passengers and operators at the Transit Center. The role requires working nights, weekends, and holidays with a focus on accurate information delivery, trip planning, and issue resolution.

You will handle inquiries, document requests, and coordinate with Dispatch and Operations to ensure on-time service and customer satisfaction. Strong communication and calmness under pressure are essential.