Customer Service Representative (Transportation)

This is specialized operations work involving a considerable amount of public contact in the dynamic call center environment of the county-owned public transit agency involving either fixed route or Paratransit services.

Work involves ensuring a safe, efficient and secure environment for passengers, mass transit personnel, vehicles, equipment and transit facilities according to established county/transit policies/procedures and Federal Transit Administration (FTA) regulations.

Provides service to customers in a friendly and professional manner at all times, ensuring accurate information, timely assistance, and a positive experience.

Work requires routine and emergency communications with transit users, emergency offices/departments, social service and health care agencies, vendor/service providers, transit radio dispatch and operations, federal, state, local government and other agencies.

Work is performed under general supervision and is reviewed for compliance within established standards.

Maintains awareness of operational and road conditions and responds to the needs of public transit users to ensure the expeditious transition of movement and mobility.

Monitors and assists in proper operation of specific areas in transit facilities, including terminals, transfer points, bus stops and amenities to ensure compliance with established rules, regulations, policies and procedures, and vendor/service provider contractual requirements.

Assists with ensuring proper control of patrons and vehicles; logs in and controls the return of articles left in transit vehicles and facilities, according to established procedures.

Monitors the automatic vehicle locator system to determine vehicle locations, adherence to timetable, need for detours and real time information for passengers.

Provides information, direction and assistance regarding the use of Mass Transit fixed route or Paratransit services and vendor/ service providers.

Collects and records information for statistical data on compliments/complaints, emergency situations and incidents relating to safety and security as well as various operational activities.

Prepares balance sheets for bus pass cash sales; sells bus passes; manages Lost and Found.

Accommodates mail orders for timetables, Paratransit applications, maps, brochures; prepares application for ADA eligibility.

Performs other related duties as assigned.

• Decision Quality:
  Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.
• Resourcefulness:
  Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively.
• Optimizes Work Processes:
  Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.
• Interpersonal Savvy:
  Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.
• Communicates Effectively:
  Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
• Demonstrates Self-Awareness:
  Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations. May vary by work location.

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None.

All Broward County employees strive to demonstrate the County's four core behavioral competencies©.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

Copyright © 2025 Korn Ferry. ALL RIGHTS RESERVED

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.