Customer Service Representative

The Customer Service Representative plays a crucial role in ensuring seamless communication and service delivery for Paratransit, Micro transit and Fixed route passengers. This position involves handling customer inquiries, scheduling services, maintaining accurate passenger data, complaints and providing clerical support. The incumbent will utilize various communication channels and software systems to perform their duties effectively.

One Team! One TARTA! The role of the Customer Service Representative will focus on supporting customers within a new TARTA. In 2026, TARTA adopted a new Strategic Plan 2026 - 2031, as well as new Mission and Vision statements to better capture the transformational journey underway. The Strategic Plan focuses on the customer experience, financial stewardship, operational excellence, and growth. This transformation is powered by a dedicated team of professionals in each department from the leadership team to every front-line (and behind the scenes) team member.

DUTIES AND RESPONSIBILITIES: 

• Answer incoming customer calls promptly and professionally
• Schedule passenger trip data accurately and maintain up-to-date records
• Assist in maintaining files, tracking, auditing, and reporting monthly paratransit data
• Monitor and comply with all relevant laws, regulations, and TARTA policies, ensuring confidentiality
• Act as a liaison with passengers, families, and caregivers, helping and coordinating services
• Attend meetings, workshops, and training sessions as required
• Create identification cards for paratransit customers, including photography and laminating
• Provide accurate information to customers and the public regarding services offered
• Adhere to TARTA's safety protocols and contribute to a safe working environment
• Perform other related duties as assigned

Essential Knowledge, Skills and Abilities

• Excellent computer skills, including proficiency in Microsoft Office and the ability to adapt to department-specific software
• Strong interpersonal skills and telephone etiquette
• Ability to work effectively in a team environment and with diverse populations
• Effective verbal and written communication skills
• Ability to listen actively and respond clearly and courteously
• Demonstrated ability to handle stressful situations tactfully and patiently
• Capacity to maintain confidentiality of sensitive information and data

Minimum Qualifications

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. 

• Familiarity with computer systems and software applications necessary for the role
• Ability to lift and move up to 10 pounds occasionally
• Clear vision and ability to adjust focus

Education and Experience

• High school diploma or G.E.D.
• Two (2) years of customer service or transportation experience preferred

Pre-Employment Requirements:

• TARTA is a drug-free workplace. All applicants are required to complete a drug test, which includes testing for marijuana. The use of marijuana—whether for recreational or medical purposes—is prohibited for all positions. Applicants who test positive or refuse to test will not be eligible for hire.

Special Conditions

The physical demands described are representative of those that must be satisfied by the employee to successfully perform the essential functions of this job. TARTA provides reasonable accommodation to enable individuals with disabilities to perform the essential functions. Shifts may vary and may include weekends (both days).

Working Conditions

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job including close exposure to computer monitors and video screens. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Primarily works in an office setting, providing support via phone, email, and remote desktop tools. The office environment is typical of a busy office setting.

Physical Effort Required

The Customer Service Representative position requires continuous sitting while standing, walking, reaching above shoulder level, bending, stooping, pushing, pulling, and fine manipulation are performed occasionally (0.25–2.5 hours daily). Lifting and carrying 10–20 lbs is also required occasionally (0.25–2.5 hours daily). Driving is never required. The stress level for this position is moderate.