Part-time Customer Service Representative (CSR)

Job Title: Customer Service Representative

Department: Customer Service (Transit Center)

Reports to: Director of Community Engagement & Public Relations

FLSA Status: Hourly, Non-Exempt

Employment Status: Part Time | Union

Benefits: 40 hours of paid leave under IL PLAWA

Pay Rate: $21.72/hour

Hours: This position is part-time, working both Saturday & Sunday every weekend. 

Job Summary:

The Customer Service Representative plays a vital role in the Customer Service Department by delivering high-quality public assistance and providing essential administrative support. This position is responsible for answering inquiries in person and via phone, selling and processing transit passes, and managing front desk operations.

Essential Duties/Responsibilities:

• Provide timely and accurate transit information regarding routes, schedules, and detours.
• Answer incoming phone calls and assist customers in person at the Transit Center.
• Sell bus passes, vouchers, and process fare payments.
• Ensure all customer interactions reflect the highest standard of service and professionalism.
• Prepare and balance daily cash drawers and complete deposits following internal procedures.
• Document and report changes in routes, detours, and weather-related disruptions.
• Train and onboard new Customer Service Representatives; provide mentorship and support.
• Adheres to the union guidelines by wearing the required professional uniform attire for this position.
• Perform other duties as assigned.

Education & Experience:

• High school diploma or GED required.
• Minimum of one (1) year of customer service experience, preferably in a transportation or retail setting.

Required Knowledge & Skills:

• Strong interpersonal and communication skills.
• Proven experience handling and balancing cash transactions.
• Ability to read and interpret schedules, policies, and procedures.
• Familiarity with general office procedures and equipment.
• Competency in Microsoft Excel and basic computer applications.
• Excellent telephone etiquette and public communication.
• Demonstrated ability to work independently and collaboratively.
• Attention to detail and sound judgment in customer interactions.
• Ability to remain calm and professional in a fast-paced environment.
• Strong grammar, spelling, and writing skills.

Working Conditions/Physical Requirements:

• Primarily office-based with frequent desk and computer use.
• Occasional standing, walking, bending, reaching, or lifting of supplies (up to 25 lbs).
• Ability to perform repetitive hand and arm movements.
• Must be able to access and navigate across all organizational facilities.

Travel:

• Occasional local travel to other GPMTD sites may be required for training or meetings.
• Must possess and maintain a valid driver's license.

General Working Hours:

• The Transit Center is open 8am – 4pm, Monday & Sunday and 7am-5pm Tuesday-Friday (hours are subject to change based on business needs)
• Flexible scheduling, including weekends and evenings, may be required.

The above job description is intended to represent only the key areas of responsibility; specific position assignments will vary depending on the business needs of the department. At CityLink, we are committed to fostering a diverse and inclusive environment for both our employees and the communities we serve. We encourage applicants from all backgrounds to apply.

As part of our normal procedure for processing applications, inquiries may be made concerning information on an applicant's work, driving, criminal, and educational history. A pre-employed drug screen, background check, and professional/personal reference checks are required for all applicants. A physical examination, including range of motion, lift test, whisper test, eye test, MVR review, and credit check may be required depending on position. These tests must be successfully completed prior to starting employment.

We are an equal opportunity employer and prohibit discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws.

All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.

Any disclosed pay range is based on a consideration of neutral factors and criteria such as required qualifications, experience, education, skill, training, certifications, seniority, etc. The employer reserves the right to offer the selected candidate or applicant an hourly rate or salary at an appropriate level to be set and determined by the employer that is commensurate with the applicant's qualifications, experience, education, skill, training, certifications, or seniority.

Salary : $22