Client Services Rep/Office Services

Customer Service Representative (CSR) Transdev in San Rafael, CA is hiring a Customer Service Representative. The CSR assists customers by providing information and trip planning assistance for Marin Access services and associated programs. Takes customer calls and schedules customer rides using a computerized scheduling system.
Bilingual (English/Spanish) - PLUS $1.50/hour.
Holidays: 12 days; Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Follows general policies, procedures and practices in compliance with federal, state, local and company rules and regulations.
Facilitate trip reservations, cancellations, and modifications with a focus on ensuring that all details are accurately documented for local, regional, and transfer trips, as well as for general public shuttle services.
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 escalate 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 callers receive equal access and support.
Participate in training, coaching, and team meetings to enhance skills and performance.
Book trips in accordance with ADA regulations, such as within 3⁄4 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).
Work closely with dispatchers, eligibility staff, and supervisors to ensure smooth service delivery.
Must be at least 21 years old with a High School Diploma, GED or equivalent.
•Understand ADA (The Americans with Disabilities Act) requirements.
•communicate effectively and clearly over the telephone in keeping a professional and pleasant tone.
•Utilize computer software, proficient computer skills.
•Travel requirement (as a percent): %•Must submit to and pass a drug test and background check.
100% of work is accomplished indoors and in air conditioned or well ventilated facilities.
•perform physical activities such as movement / flexibility with arms, repetitive hand-wrist motion; minor lifting, balancing, walking, standing, stooping, and handling of materials.
•Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
•The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video at
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
PleaseClick Herefor CA Employee Privacy Policy.
Job Category: Call Center / Dispatch / Reservationist / Scheduler
Job Type: Full Time
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
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, or any other classification protected by federal, state, or local law.
Please Click Here for CA Employee Privacy Policy.
S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. Find out more at or watch an overview video.