What are the responsibilities and job description for the Customer Service Specialist (ACCESS) position at Kitsap Transit?
Salary
$26.66 - $35.86 Hourly
Location
Bremerton
Job Type
Full-Time
Job Number
202600010
Department
Customer Service
Division
Customer Service
Opening Date
04/01/2026
Closing Date
4/15/2026 4:00 PM Pacific
Position Summary
Under general supervision, responds to requests for information and provides customer service for ACCESS services and programs.
Characteristic Duties and Responsibilities
Characteristic Duties And Responsibilities Are As Follows
This role covers customer service, administrative support, scheduling coordination, and ensuring compliance with federal and local ADA requirements to provide safe, reliable, and equitable transportation for individuals with disabilities.
Summary Of Key Responsibilities
Record keeping and reporting involve maintaining accurate records, including computerized manifests, logs, and files related to scheduled trips, cancellations, and no-shows.
Collaborate closely with dispatchers and drivers to ensure smooth service, assist with special needs information, and stay updated on vehicle locations and service adjustments.
Reservationists and customer service agents must understand and follow ADA regulations to ensure accessible services for riders with mobility devices, service animals, or hidden disabilities. They should help verify ADA eligibility, explain requirements, and assist applicants through certification, recertification, and temporary eligibility processes. They may also update passenger records with accessibility needs, contact information, and special requirements.
Technologically skilled staff will operate multi-line phone systems, computers, TDD devices, GPS tracking, two-way radios, and scheduling software effectively to handle reservations and provide accurate information.
Professional standards require staff to be punctual, reliable, and professional in a high-volume call center setting. They should manage stress well, multitask effectively, and deliver services efficiently with patience and courtesy.
Qualifications
Minimum Qualifications and Knowledge Skills and Other Characteristics
High school graduation and two (2) years of experience providing customer service in a contact center setting to the public; or an equivalent combination of education and experience.
Licenses/Certifications, Benefits, ADA And Other Requirements
Knowledge, Skills and Abilities:
Customer service representatives must understand the Americans with Disabilities Act (ADA) requirements for paratransit, including service areas, eligibility criteria, fare policies, and reasonable accommodations.
Knowledge Of
To Apply: If you decide to apply for this position, please visit our employment link at https://www.governmentjobs.com/careers/kitsaptransit. Please contact Janel Silver in the Human Resources Department at (360) 473-1138 if you have any questions.
Closing Date: This posting is open until Wednesday April 15, 2026. You may include a resume; however, it may not be used in lieu of a completed application.
Generous benefits package including: Medical, Dental and Vision for employee and dependents, disability and life insurance. Kitsap Transit also participates in the WA State Public Employees’ Retirement Plan (PERS) and a generous general leave accrual and 10 holidays plus 2 floating holidays.
Visit our Benefits page at Kitsap Transit.
01
Are you or will you be at least 18 years of age at the time of hire?
Do you have the legal right to work in the U.S.? Note: All employment offers are contingent upon proof of eligibility to work in the U.S.
Do you have a High School diploma or GED?
Do you have at least two years of full-time customer service experience with the public?
If you answered yes, please list the employer, dates of employment and your job title where you gained this experience.
06
Are you willing and able to work a shift during our hours of operation from 7:00 AM until 6:00 PM seven days a week, including weekends and holidays?
Are you willing and able to work overtime when necessary, sometimes on very short notice?
The hours of work for this position may change based on program needs. Are you willing and able to adjust your hours accordingly?
This position requires excellent attendance. Are you willing and able to commit to reliable attendance in all weather conditions, including snow and power outages?
During inclement weather, you will need to come in as early as 4:30 AM. Are you willing and able to come in at this time?
Kitsap Transit has various non-revenue vehicles that are available to all staff for agency business. In order to limit liability, we are required to utilize a service to monitor employee driving record activity. Do you agree to have your driving records monitored during your employment with Kitsap Transit?
Regarding Procurement of Information for Employment Purposes Important: Please read carefully before signing A consumer report and/or investigator consumer report – which may include information concerning your character, employment history, general reputation, personal characteristics, police record, education, qualifications, motor vehicle record, mode of living and/or credit and indebtedness – may be obtained for employment purposes in connection with your application for and/or continued employment with Kitsap Transit. Under federal Fair Credit Reporting Act, the term "employment purposes" when used in connection with a consumer report means "a report used for the purpose of evaluating a consumer for employment, promotion, reassignment or retention as an employee." 15 U.S.C.
The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during an interview. By completing this supplemental questionnaire you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal.
For each item, include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately. 1. a) Please describe your customer service experience. Please let us know specifically if you have worked in the public sector/social services/transit/transportation fields. Also include the names of any scheduling software you may have used. b) What percent of the interactions with the public did you handle in person and what percent did you handle over the phone? c) What was the volume of calls you handled in a typical week?
15
For each item, include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately. 2. a) Please describe your experience receiving and processing customer requests by telephone in a busy office environment. Please include information about the nature of service provided. b) How many complaints did you handle per week? How did you handle the complaints?
16
I authorize release to the Kitsap Transit Human Resources Department or its designees of any and all information concerning me, my work record, my professional reputation, criminal records, education, and recommendations. I understand that information of a confidential or privileged nature may be included. The information will be used to assist the Human Resources Department in determining my qualifications and fitness for the position I am seeking with Kitsap Transit. I understand my rights under Title 5, United States Code, Section 552a, the Privacy Act of 1974, and waive those rights with the understanding that information furnished will be used by the Human Resources Department in conjunction with employment procedures. I hereby agree to release you, your organization, and others from any liability or damage, which may result from furnishing the information requested.
All statements submitted in response to these questions set forth above are subject to investigation and verification prior to appointment. Kitsap Transit may verify any conviction record or offenses against persons, adjudications of child abuse in civil actions, and disciplinary board final decisions. We may verify your record of criminal convictions for offenses against persons, civil adjudications of child abuse, and disciplinary board final decisions. YOUR EMPLOYMENT IS EXPRESSLY CONDITIONED ON OUR RECEIPT OF A SATISFACTORY REPORT. I, the undersigned, have received a copy of this disclosure statement and do hereby certify, under penalty of perjury, that my responses to the questions set forth above are true, correct and complete. I understand and agree that if I am hired, I can be discharged for any misrepresentation or omission to the above questions. Further, I understand and agree that if I am hired, my employment is specifically conditioned on Kitsap Transit's receipt of a satisfactory report.
Employer Kitsap Transit
Address 60 Washington Ave.
Bremerton, Washington, 98337
Phone (360) 479-6962
Website http://www.kitsaptransit.com
$26.66 - $35.86 Hourly
Location
Bremerton
Job Type
Full-Time
Job Number
202600010
Department
Customer Service
Division
Customer Service
Opening Date
04/01/2026
Closing Date
4/15/2026 4:00 PM Pacific
- Description
- Benefits
- Questions
Position Summary
Under general supervision, responds to requests for information and provides customer service for ACCESS services and programs.
Characteristic Duties and Responsibilities
Characteristic Duties And Responsibilities Are As Follows
This role covers customer service, administrative support, scheduling coordination, and ensuring compliance with federal and local ADA requirements to provide safe, reliable, and equitable transportation for individuals with disabilities.
Summary Of Key Responsibilities
- Respond quickly and courteously to incoming calls, emails, and TDD messages.
- Follow documented scripts and standard operating procedures.
- Schedule, modify, and cancel paratransit trips according to ADA regulations and client needs.
- Verify and update passenger eligibility, records, and special service requirements.
- Work with drivers and dispatchers to ensure timely service.
- Guide applicants on ADA services, eligibility, and recertification processes.
- Record complaints, trip changes, and service issues, and escalate when needed.
- Maintain professional conduct while adhering to accessibility and sensitivity standards.
- Prepare reports and manage data using specialized software.
- Assist passengers with communication, accessibility needs, and safe boarding and alighting.
Record keeping and reporting involve maintaining accurate records, including computerized manifests, logs, and files related to scheduled trips, cancellations, and no-shows.
Collaborate closely with dispatchers and drivers to ensure smooth service, assist with special needs information, and stay updated on vehicle locations and service adjustments.
Reservationists and customer service agents must understand and follow ADA regulations to ensure accessible services for riders with mobility devices, service animals, or hidden disabilities. They should help verify ADA eligibility, explain requirements, and assist applicants through certification, recertification, and temporary eligibility processes. They may also update passenger records with accessibility needs, contact information, and special requirements.
Technologically skilled staff will operate multi-line phone systems, computers, TDD devices, GPS tracking, two-way radios, and scheduling software effectively to handle reservations and provide accurate information.
Professional standards require staff to be punctual, reliable, and professional in a high-volume call center setting. They should manage stress well, multitask effectively, and deliver services efficiently with patience and courtesy.
Qualifications
Minimum Qualifications and Knowledge Skills and Other Characteristics
High school graduation and two (2) years of experience providing customer service in a contact center setting to the public; or an equivalent combination of education and experience.
Licenses/Certifications, Benefits, ADA And Other Requirements
Knowledge, Skills and Abilities:
Customer service representatives must understand the Americans with Disabilities Act (ADA) requirements for paratransit, including service areas, eligibility criteria, fare policies, and reasonable accommodations.
Knowledge Of
- Eligibility criteria for riders with physical, cognitive, or mobility disabilities
- Service requirements, such as operating within 3/4 miles of a fixed route and maintaining comparable service hours
- Understanding accessible vehicle features, including lifts, ramps, and securement devices
- Awareness of federal, state, and local disability legislation, and oversight responsibilities by agencies like the FTA
- Using person-first language and sophisticated communication techniques for individuals with hearing, speech, vision, cognitive, or mobility impairments
- Knowledge of TTY/relay services and other assistive technologies for effective communication
- Handling complaints, inquiries, and emergency response situations calmly and professionally
- Being patient and respectful, offering assistance without making assumptions
- Understanding of the ADA and Paratransit Regulations: Must be knowledgeable about the Americans with Disabilities Act (ADA) and related paratransit rules, policies, and eligibility criteria to ensure compliance and provide accurate guidance to riders
- Disability Etiquette and Sensitivity: Training on assisting people with physical, sensory, intellectual, or cognitive disabilities is essential. This includes knowing how to interact respectfully, use person-first language, and avoid assumptions about a rider's needs
- Familiarity with local geography and transit operations: Understanding transit routes, schedules, timetables, and local geography helps representatives provide accurate information and guidance
- Verbal and written communication: Ability to clearly communicate route information, policies, and service updates. This includes precise, patient, and empathetic communication with passengers of varying abilities
- Effective listening and problem-solving: Competence in handling escalated complaints, responding to inquiries, and resolving service issues promptly and professionally
- Use of assistive and accessible communication tools: Knowledge of TTY, Telephonic Devices for the Deaf (TDD), or other communication aids to support riders with hearing or speech impairments
- Computer and data management: Proficiency in using personal computers, transit scheduling software, customer databases, and office applications (e.g., MS Word, MS Excel) for logging trips, processing reservations, and maintaining records
- Accuracy and attention to detail: Ability to manage schedules, enter trip details accurately, and verify bookings to ensure riders receive correct services
- Clerical and administrative competencies: Performing tasks such as record keeping, filing, and generating reports, while coordinating with other departments and staff
- Sensitivity and respect for individual needs: Treating riders as customers first and adjusting assistance based on their abilities and preferences
- Patience and professionalism: Handling complex customer interactions calmly, including those with “hidden” or neurodivergent disabilities
To Apply: If you decide to apply for this position, please visit our employment link at https://www.governmentjobs.com/careers/kitsaptransit. Please contact Janel Silver in the Human Resources Department at (360) 473-1138 if you have any questions.
Closing Date: This posting is open until Wednesday April 15, 2026. You may include a resume; however, it may not be used in lieu of a completed application.
Generous benefits package including: Medical, Dental and Vision for employee and dependents, disability and life insurance. Kitsap Transit also participates in the WA State Public Employees’ Retirement Plan (PERS) and a generous general leave accrual and 10 holidays plus 2 floating holidays.
Visit our Benefits page at Kitsap Transit.
01
Are you or will you be at least 18 years of age at the time of hire?
- Yes
- No
Do you have the legal right to work in the U.S.? Note: All employment offers are contingent upon proof of eligibility to work in the U.S.
- Yes
- No
Do you have a High School diploma or GED?
- Yes
- No
Do you have at least two years of full-time customer service experience with the public?
- Yes
- No
If you answered yes, please list the employer, dates of employment and your job title where you gained this experience.
06
Are you willing and able to work a shift during our hours of operation from 7:00 AM until 6:00 PM seven days a week, including weekends and holidays?
- Yes
- No
Are you willing and able to work overtime when necessary, sometimes on very short notice?
- Yes
- No
The hours of work for this position may change based on program needs. Are you willing and able to adjust your hours accordingly?
- Yes
- No
This position requires excellent attendance. Are you willing and able to commit to reliable attendance in all weather conditions, including snow and power outages?
- Yes
- No
During inclement weather, you will need to come in as early as 4:30 AM. Are you willing and able to come in at this time?
- Yes
- No
Kitsap Transit has various non-revenue vehicles that are available to all staff for agency business. In order to limit liability, we are required to utilize a service to monitor employee driving record activity. Do you agree to have your driving records monitored during your employment with Kitsap Transit?
- Yes
- No
Regarding Procurement of Information for Employment Purposes Important: Please read carefully before signing A consumer report and/or investigator consumer report – which may include information concerning your character, employment history, general reputation, personal characteristics, police record, education, qualifications, motor vehicle record, mode of living and/or credit and indebtedness – may be obtained for employment purposes in connection with your application for and/or continued employment with Kitsap Transit. Under federal Fair Credit Reporting Act, the term "employment purposes" when used in connection with a consumer report means "a report used for the purpose of evaluating a consumer for employment, promotion, reassignment or retention as an employee." 15 U.S.C.
- 1681a(f). Before any adverse action is taken, based in whole or in part on the information contained in the consumer report and/or investigative consumer report, you will be provided a copy of the report, the name, address and telephone number of the reporting agency, and a summary of your rights under the Fair Credit Reporting Act. I authorize Kitsap Transit to obtain a consumer report and/or investigative consumer report to be used for employment purposes. This authorization shall remain in effect over the course of my employment. I agree that a copy of this authorization has the same effect as the original.
- I agree to authorize Kitsap Transit to obtain a consumer report and/or investigative consumer report to be used for employment purposes.
- I do not agree to authorize Kitsap Transit to obtain a consumer report and/or investigative consumer report to be used for employment purposes.
The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during an interview. By completing this supplemental questionnaire you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal.
- Yes, I understand and agree
- No, I do not agree
For each item, include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately. 1. a) Please describe your customer service experience. Please let us know specifically if you have worked in the public sector/social services/transit/transportation fields. Also include the names of any scheduling software you may have used. b) What percent of the interactions with the public did you handle in person and what percent did you handle over the phone? c) What was the volume of calls you handled in a typical week?
15
For each item, include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately. 2. a) Please describe your experience receiving and processing customer requests by telephone in a busy office environment. Please include information about the nature of service provided. b) How many complaints did you handle per week? How did you handle the complaints?
16
- Please describe the record keeping you have performed. Include the volume of records maintained and whether the work was accomplished with a manual or a computerized system. Please include any software/database you may have used. How did you ensure accuracy?
- Please describe the type of clerical duties you have performed and the various software you used to accomplish your tasks. Be sure to include the name of the program, type of work performed and the documents you created.
- Please describe your experience providing service to or working with people who have physical, cognitive or developmental disabilities.
I authorize release to the Kitsap Transit Human Resources Department or its designees of any and all information concerning me, my work record, my professional reputation, criminal records, education, and recommendations. I understand that information of a confidential or privileged nature may be included. The information will be used to assist the Human Resources Department in determining my qualifications and fitness for the position I am seeking with Kitsap Transit. I understand my rights under Title 5, United States Code, Section 552a, the Privacy Act of 1974, and waive those rights with the understanding that information furnished will be used by the Human Resources Department in conjunction with employment procedures. I hereby agree to release you, your organization, and others from any liability or damage, which may result from furnishing the information requested.
- I agree
- I do not agree
All statements submitted in response to these questions set forth above are subject to investigation and verification prior to appointment. Kitsap Transit may verify any conviction record or offenses against persons, adjudications of child abuse in civil actions, and disciplinary board final decisions. We may verify your record of criminal convictions for offenses against persons, civil adjudications of child abuse, and disciplinary board final decisions. YOUR EMPLOYMENT IS EXPRESSLY CONDITIONED ON OUR RECEIPT OF A SATISFACTORY REPORT. I, the undersigned, have received a copy of this disclosure statement and do hereby certify, under penalty of perjury, that my responses to the questions set forth above are true, correct and complete. I understand and agree that if I am hired, I can be discharged for any misrepresentation or omission to the above questions. Further, I understand and agree that if I am hired, my employment is specifically conditioned on Kitsap Transit's receipt of a satisfactory report.
- Yes, I understand
- No
Employer Kitsap Transit
Address 60 Washington Ave.
Bremerton, Washington, 98337
Phone (360) 479-6962
Website http://www.kitsaptransit.com
Salary : $27 - $36