Customer Service Representative

Applications must be received by Thursday, March 12, 2026, at 9:00 pm PST for consideration.

WTA is recruiting to fill a vacancy in the Customer Service Representative work group due to an internal promotion.

Please attach a resume and cover letter to the application. The cover letter will be attached to the same location as the resume. Your cover letter should address why you are interested in this position and what makes you a good fit for this role.

In-person interviews are tentatively scheduled to be held on Monday, March 23, 2026 & Tuesday, March 24, 2026. Please plan to be available.

• Pay range is Step A $24.98 - Step F $31.23. Non-Exempt hourly, represented position.

As primary contact, the Customer Service Representative (CSR) establishes and maintains respectful and professional interactions with customers and the general public. This position is responsible for telephone and in-person services for fixed route and paratransit customers. CSR’s provide information about fixed-route schedules and fares, sell fare media, and handle ride reservations and requests for paratransit customers.

• 1. Works professionally with, and provides friendly customer service to the public, people from other organizations and co-workers.
• 2. Coordinates with the Dispatch Center to answer questions to support service delivery.
• 3. Obtains and records accurate information pertaining to WTA services which forms the basis for WTA records.
• 4. Refers comments, commendations, and complaints to operations division supervisors. May input basic complaint information into communication tracking system.
• 5. Maintains thorough knowledge of fixed route and paratransit services.
• 6. Ensures compliance with Americans with Disabilities Act (ADA) and WTA service standards.
• 7. Maintains confidentiality of client records and information according to WTA policy.
• 8. Must be willing to work days, evenings, and weekends.
• 9. Must maintain punctual and regular attendance to provide dependable service to the public.

• 1. Serves as primary in-person reception for visitors at various WTA locations answering questions from the general public about WTA services.
• 2. Acts as primary telephone contact for callers with administrative and RIDE Line needs. Refers administrative calls to appropriate parties and provides schedule and route information for RIDE Line callers.
• 3. Prepares and sells fare media, makes change, balances and reconciles the cash drawer daily.
• 4. Refills and reconciles the change machine at the Bellingham Transit Station.
• 5. Helps manage lost and found items, including procedures for disposal.
• 6. Monitors Bellingham Station lobby activities, contacting Expediter and/or Bellingham Police as needed.
• 7. Processes incoming and outgoing mail for WTA according to written procedures.
• 8. Audits WTA social media accounts, responding to or forwarding messages, as appropriate.

• 1. Receives and records accurate rider and trip information in the computer dispatch system.
• 2. Obtains other information needed to provide safe and efficient service for riders.
• 3. Answers questions from the general public about paratransit services.
• 4. Receives paratransit eligibility inquiries, mails eligibility applications, and arranges eligibility interviews for the Mobility Coordinators.
• 5. Applies ADA paratransit eligibility standards to service requests.
• 6. Reviews passenger requests for service, determining level of service available based on area of residence.

• 1. Assists other departments with administrative tasks as time allows and commensurate with the level of the CSR position.
• 2. Assists with other organizational activities on and off site.
• 3. Assists with daily and monthly record keeping and statistical reporting.
• 4. Attends meetings as required.
• 5. Receives on-going organization training on issues related to the position (e.g. CPR/First Aid, Passenger Relations).

• Professional customer service principles.
• Basic Whatcom County geography.
• Basic cash handling practices.
• Basic computer applications such as Microsoft Office Suite.

• Work professionally with, and provide friendly customer service to the public, people from other organizations and co-workers.
• Learn and apply WTA and Operations Division policies and procedures.
• Learn practical application of ADA principles in public transportation.
• Learn and apply WTA fare system.
• Communicate effectively with speech, writing and IT systems.
• Remain calm in high-stress situations, including assisting during Bellingham Station evacuation procedures when required.
• Complete all required forms and documents associated with the performance of the position.
• Produce accurate work, paying close attention to detail even when work is tedious.
• Use good interpersonal and problem‑solving skills.
• Work effectively and cooperatively with other members of the team in an environment with constant interruptions and…