Customer Service Representative - Call-Center

Overview

Transdev in Portland, OR is hiring a Customer Service Representative to serve as a key liaison for our Tri Met LIFT paratransit contract. This role is ideal for individuals who are customer-focused, safety-minded, and committed to providing professional, high-quality transit service to our community. This job is 100% onsite.

• Non-Union Position:
  Full-Time
• $27.51 - $32.01 Starting pay $27.51 with progression to $32.01 over 3 years.
• Benefits include:
• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

• Serve as a primary customer contact for Tri Met LIFT riders, caregivers, and stakeholders.
• Perform Reservationist duties while supporting customer service resolution, complaint intake, incident escalation, and coordination with Dispatch, Safety, leadership, and Tri Met.
• Handle high-volume inbound calls professionally, using empathy and approved de-escalation techniques.
• Book, modify, and cancel trips in compliance with ADA requirements, service policies, and operational guidelines.
• Receive, document, and resolve customer complaints and service issues; escalate safety, ADA, or high-risk concerns as appropriate.
• Serve as an initial point of contact for urgent, incident-related, or emergency calls and route information per protocol.
• Coordinate with Tri Met and internal departments to support timely issue resolution.
• Maintain accurate documentation, data integrity, and confidentiality across all systems.
• Apply sound judgment, professionalism, and accountability while balancing customer needs with program rules.
• Comprehensive understanding of policies and procedures
• Meet or exceed established performance requirements.
• Other duties as required.

• High school diploma or GED.
• One year of customer service, call center, reservations, or transit operations experience preferred.
• Experience handling escalated or complaint-driven interactions preferred.
• Minimum typing speed of 35 WPM.
• Ability to work rotating shifts, weekends, and holidays.
• Ability to pass required background screening and maintain confidentiality.
• Ability to read, comprehend and understand maps and navigational data.
• Ability to read, understand, interpret, and explain transit system operating rules, regulations, policies, phases, and routes.
• Ability to communicate clearly and concisely both verbally and in writing including working with individuals with disabilities or other communication challenges.
• Excellent computer skills and ability to learn advanced computer aided scheduling systems.
• Basic math, writing, and computer skills.
• Ability to communicate via telephone with clear speech and a pleasant phone manner.
• Bilingual preferred.
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

• Must submit to drug testing and a background check.
• Must be eligible to work in the U.S.

The essential functions of this position require the ability to:

• Must be able to work shifts or flexible work schedules as needed.
• 100% of work is accomplished indoors and in air-conditioned or well-ventilated facilities.
• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer.
• Must be able to work in a high-volume work environment near and around others talking in person or on the phone.
• Using a headset with a microphone is required.
• This job is 100% onsite.
• Travel Requirements are less than 1% for occasional meetings.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

Transdev operates transportation solutions across the U.S. with a global presence and a team dedicated to mobility and service excellence.