Customer Service Representative (San Rafael)

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.

Transdev is proud to offer:

• Competitive compensation package of minimum $20.6 - maximum $26.22
• Bilingual (English/Spanish) - PLUS $1.50/hour.

Benefits include:

Vacation: One (1) week during first year of employment up to four (4) weeks per year after ten (10) years.

Sick days: 5 days annually

Holidays: 12 days; 9 standard and 3 floating

Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Key Responsibilities:

• 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.
• Maintain accurate trip booking records including contact information, mobility aids, and pick up / drop off preferences.
• 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.
• Answer all incoming calls in a courteous, professional, and accessible manner.
• Participate in training, coaching, and team meetings to enhance skills and performance.
• Book trips in accordance with ADA regulations, such as within 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).
• Maintain confidentiality and handle all rider information with sensitivity and discretion.
• Work closely with dispatchers, eligibility staff, and supervisors to ensure smooth service delivery.
• Other duties as required.

Qualifications:

Must be at least 21 years old with a High School Diploma, GED or equivalent.

Understand the full suite of Marin Access Transportation programs.

Understand ADA (The Americans with Disabilities Act) requirements.

Excellent written and oral communication skills; 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): <5% for occasional meetings.

Must submit to and pass a drug test and background check.

Physical Requirements:

The essential functions of this position require the ability to:

100% of work is accomplished indoors and in air conditioned or well ventilated facilities.

Push, pull and lift objects up to 25lbs.; 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 [email protected]

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).

Successfully pass a pre-employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. 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. As an operator and global integrator of mobility, we are driven by our purpose. 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. 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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: PleaseClick Herefor CA Employee Privacy Policy.

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Job Type: Full Time

Req ID: 5430

Pay Group: 9U5

Cost Center: 416

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. 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.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

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. As an operator and global integrator of mobility, we are driven by our purpose. Transdev the mobility company empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at or watch an overview video.