Customer Service Representative

Overview

SMART Transit is excited to announce three new Customer Service Representative positions at our brand-new SMART Transit Center in Wilsonville. Located at 9699 SW Barber Street, this modern facility will be the heart of transit services for our growing community, and we’re looking for friendly, service‑oriented people to help us welcome riders and keep things running smoothly. This is your chance to be part of something new, meaningful, and community‑focused.

As a Customer Service Representative, you’ll be the face of SMART Transit—assisting riders with questions, trip planning, fare information, and general support. We’re seeking candidates who genuinely enjoy helping others, communicate clearly, and are comfortable working with the public. Experience using public transportation is highly valued, as it helps you better understand our riders’ needs and perspectives. Fluency in Spanish is preferred and a big plus in serving our diverse community.

These roles are rooted in the #wilsonvilleway—a culture that values excellence, teamwork, and service to the community. Whether you’re providing directions with a smile or helping someone navigate their commute, your work will make a real difference every day. We’re hiring three positions total: one full-time and two part-time. See schedules below.

• Full Time:
  Monday - Friday 7:00 a.m. – 3:30 p.m. (40 hours/week, 1.0 FTE)
• Part Time:
  Wednesday & Thursday 1:00 p.m. – 7:00 p.m., Friday 10:00 a.m. – 2:00 p.m., Saturday 8:00 a.m. – 12:00 p.m. (20 hours/week, 0.5 FTE)
• Part Time:
  Monday & Tuesday 2:00 p.m. – 7:00 p.m., Friday 3:00 p.m. – 7:00 p.m., Saturday 12:00 p.m. – 6:00 p.m. (20 hours/week, 0.5 FTE)

If you’re friendly, reliable, and excited about public service—and want to work in a brand-new transit center designed to serve Wilsonville for years to come—we’d love to hear from you. Join SMART Transit and help us move Wilsonville forward, one rider at a time.

Additional information regarding this position, including minimum qualifications and essential job functions, can be found below.

Responsible for providing administrative and customer service support to ensure efficient operations at the SMART Transit Center. This position requires a foundational understanding of transit operations and City of Wilsonville programs and procedures. Delivers accurate transit-related and general information to the public, assists customers in person, by telephone, and through virtual platforms, and ensures a positive and professional customer experience. The role also encompasses a variety of administrative tasks such as data entry, preparation and proofreading of correspondence, filing, copying, and compiling transit information for public dissemination.

This position contributes to the overall effectiveness of SMART Transit Center operations by maintaining organized records, supporting communication efforts, and providing timely assistance to riders and stakeholders.

Reports directly to Transit Operations Manager.

The following tasks are representative and not to be considered all inclusive.

• Open and close the SMART Transit Center and maintain a safe and secure environment.
• Serve as the primary point of contact for customers, assisting with inquiries and service-related requests.
• Provide professional and courteous customer service to SMART transit patrons, members of the public, and City staff.
• Respond to inquiries regarding SMART services, City policies, and procedures; refer complex inquiries to appropriate staff as needed.
• Resolve issues and complaints through various channels, including phone, email, and in-person interactions; document interactions and escalate when necessary.
• Provide accurate regional transit information and assist customers with trip planning.
• Sell fare media for SMART and other regional transit agencies.
• Collect and verify regional transit information for printed and digital displays; maintain display calendars and update digital monitors as directed.
• Maintain files and records in accordance with established retention guidelines to ensure integrity and accessibility.
• Perform data entry, prepare and…