What are the responsibilities and job description for the Transit Customer Service Representative - Part Time (60%) position at Madison, City of (WI)?
General Description Join Metro as a Transit Customer Service Representative and play a key role in helping our community stay connected. This permanent, part-time (60%) position is ideal for someone who enjoys assisting others, solving problems, and creating positive experiences for every rider. In this role, you'll support both fixed-route passengers and paratransit riders by responding to phone calls and emails.
Your work will include: Helping fixed-route passengers with bus arrival information, fare questions, and trip planning Assisting paratransit riders with booking trips, adjusting existing reservations, confirming pickup and drop-off times, and answering general service questions As a Metro Customer Service Representative, you'll build friendly, professional rapport with each customer and provide clear, helpful guidance as they navigate our transit system. While most interactions take place in our call center-by phone and email-you'll also assist customers in person at Metro's Administrative Office. If you're someone who communicates well, enjoys helping others, and thrives in a service-focused environment, this role offers a meaningful way to support mobility and independence across our community.
This position will be scheduled to work 24 hours/week in various shifts during hours the Customer Service Center is open. Successful candidates will be available to be scheduled during any and all hours of operations. Customer Service hours are: 6:10 AM to 6:00 PM weekdays, 8:00 AM to 4:30 PM on Saturday/Sundays/holidays.
Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging.
Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community. Examples of Duties and Responsibilities Answer calls from fixed-route bus riders checking on bus arrivals, fare prices, planning routes and asking for schedule information Answer calls per shift from Paratransit clients calling to book rides, make changes to rides, cancel rides and verify pick-up or drop-off times Handle cash and ticket sales, lost and found, reception and work with in-person customers at the Metro front office window Record customer feedback about our services by asking the right questions, using critical thinking skills, and active listening Use computer systems and software applicable to the position Work closely with unit supervisors and Metro Operations staff to provide accurate and timely information to all callers Other duties as assigned For a full list of the duties and responsibilities, please see the class specification. Minimum Qualifications All applicants will be considered for this position with preference to those applicants with call center experience and/or cash handling experience.
Depending on the number of applicants, random selection may be used to determine who moves forward in the process. The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities.
Special Requirements Employees in this position MUST be available to be scheduled for any shifts during the Customer Service Centers hours of operation: 6:10 AM to 6:00 PM weekdays, 8:00 AM to 4:30 PM on Saturday/Sundays/holidays. Physical requirements: Employees will be expected to spend a majority of time sitting while operating a desktop computer and telephone. Employees will also have significant public contact by phone and will be expected to provide excellent customer service.
Employees will be expected to lift 10-15 pounds regularly and up to 25 pounds on occasion. This includes lifting lost and found items including bicycles. Ability to meet to transportation needs of the position.
*This position will be certified as a 60% FTE (full time equivalent) and is eligible to receive pro-rated benefits.
Salary : $23