What are the responsibilities and job description for the Customer Service Representative (Transportation) position at Broward County Board of County Commissioners?
REQUIREMENTS AND PREFERENCES
2026 Benefits of Broward County Employment
High-Deductible Health Plan – bi-weekly premiums: Employee $10.90 / Family $80.79
Includes a County Funded Health Savings Account of up to $2000 Annually
Consumer Driven Health Plan – bi-weekly premiums: Employee $82.58 / Family $286.79
Eleven (11) paid holidays each year
Vacation (Paid Time Off) = 2 weeks per year
Tuition Reimbursement (Up to 2K annually)
Up to 40 hours of Job Basis Leave for eligible positions
Paid Parental Leave
Florida Retirement System (FRS) – Pension or Investment Plan
457 Deferred Compensation County matches up to $2,000 a year
The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative in the Transportation Department
Please ensure you complete the application in its entirety and include all information you want considered.
General Description
The Customer Service Representative in Transportation is responsible for providing high-quality service to passengers, the public, and internal stakeholders by responding to inquiries, resolving issues, and ensuring accurate communication regarding transit services. The representative serves as the primary point of contact for information related to routes, schedules, fares, service changes, and policies. This role assists in processing customer requests, documenting feedback, coordinating with operations staff, and promoting positive customer experience across all transportation services.
The position works under close to general supervision according to established procedures, while exercising judgment on how and when to complete assigned tasks. Work is performed in a 24/7 operational environment across three (3) work locations off site in addition to Government Center West. This includes various shifts, seven (7) days per week including evenings, weekends, and holidays, with the need to report to multiple work locations as operationally required.
Minimum Education and Experience Requirements
Requires one (1) year in customer service or customer relations or closely related experience.
Special Certifications and Licenses
Possess and maintain a valid Florida Class E Driver's License based on area of assignment.
Preferences
Associate or Bachelor's Degree in field related to area of assignment
Two (2) years of experience in cash handling and/or accounting
Two (2) years of experience in the use of a personal computer to enter and retrieve information or transit experience
Bilingual: Ability to speak, read or write fluent in Spanish and/or Creole in addition to English
Two (2) years of experience in customer service, or a call center, or customer relations, or a closely related experience
SCOPE OF WORK
The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
DUTIES & RESPONSIBLITITES:
DUTIES & RESPONSIBLITITES:
- This is specialized operations work involving a considerable amount of public contact in the dynamic call center environment of the county-owned public transit agency involving either fixed route or Paratransit services.
- Work involves ensuring a safe, efficient and secure environment for passengers, mass transit personnel, vehicles, equipment and transit facilities according to established county/transit policies/procedures and Federal Transit Administration (FTA) regulations.
- Provides service to customers in a friendly and professional manner at all times, ensuring accurate information, timely assistance, and a positive experience.
- Work requires routine and emergency communications with transit users, emergency offices/departments, social service and health care agencies, vendor/service providers, transit radio dispatch and operations, federal, state, local government and other agencies.
- Work is performed under general supervision and is reviewed for compliance within established standards.
- Maintains awareness of operational and road conditions and responds to the needs of public transit users to ensure the expeditious transition of movement and mobility.
- Monitors and assists in proper operation of specific areas in transit facilities, including terminals, transfer points, bus stops and amenities to ensure compliance with established rules, regulations, policies and procedures, and vendor/service provider contractual requirements.
- Assists with ensuring proper control of patrons and vehicles; logs in and controls the return of articles left in transit vehicles and facilities, according to established procedures.
- Monitors the automatic vehicle locator system to determine vehicle locations, adherence to timetable, need for detours and real time information for passengers.
- Provides information, direction and assistance regarding the use of Mass Transit fixed route or Paratransit services and vendor/ service providers.
- Collects and records information for statistical data on compliments/complaints, emergency situations and incidents relating to safety and security as well as various operational activities.
- Prepares balance sheets for bus pass cash sales; sells bus passes; manages Lost and Found.
- Accommodates mail orders for timetables, Paratransit applications, maps, brochures; prepares application for ADA eligibility.
- Performs other related duties as assigned.
WORK ENVIRONMENT
Physical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
None.
SPECIAL INFORMATION
Competencies
- Decision Quality
Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.
- Resourcefulness
Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively.
- Optimizes Work Processes
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.
- Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.
- Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
- Demonstrates Self-Awareness-Awareness
Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.
County Core Values
All Broward County employees strive to demonstrate the County's four core behavioral competencies.
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.- Customer focus: Building strong customer relationships and delivering customer-centric solutions.
- Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
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Americans with Disabilities Act (ADA) Compliance
Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management Responsibilities
Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee Responsibilities
All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.