Customer Service Representative

Customer Service Representative

POSITION OVERVIEW

Are you looking to make an impact in your community? Santa Barbara Metropolitan Transit District is looking for a Customer Service Representative (CSR). With Santa Barbara MTD, you can positively impact your community on a daily basis, help enhance the mobility of South Coast residents, and help manage a fiscally sound transit system.

The Customer Service Representative (CSR) plays a key role in enhancing customer engagement and passenger experience. Under general direction, the CSR provides routine-to-complex information and assistance to customers about MTD’s fixed-route and micro transit services. Additionally, the CSR assists customers with the purchase of bus passes; and performs related duties as assigned.

COMPENSATION PACKAGE

• $21.09 – $23.73 hourly (expected hourly wage)
• Medical, Dental, and Vision insurance
• 401(k) and Profit-Sharing Plan - Employer 10% contribution
• Life Insurance
• 10 paid holidays
• 5 paid personal days
• 80 hours of Sick leave
• 80 hours of Vacation following one year of employment

ESSENTIAL FUNCTIONS

Essential functions may include, but are not limited, to the following:

• Provide in-person customer service support to the public as needed at MTD Transit Center.
• Answer in-person and by-telephone passenger inquiries about transportation services, routes, schedules, stop locations and fares; create personalized routes for passengers using route book directory, transit information and other reference materials.
• Announce bus arrivals and departures over public announcement system as necessary.
• Make reservations for micro transit service; communicate with passengers about how the service works.
• Take, record and answer customer suggestions, requests and complaints; direct calls to appropriate departments and follow up to confirm resolution; assist with contacting passengers regarding complaint status and resolution as directed.
• Operate telephone, computer terminals, keyboard equipment, and other standard office equipment required to communicate with customers.
• Provide assistance with processing form and printing MTD-issued identification cards for mobility programs.
• Oversee lost and found; Receive and maintain records of lost and found items.
• Process incoming and outgoing mail, and delivery of interoffice mail, when scheduled for a shift at MTD’s administrative office.
• Provide support for special projects, promotional campaigns, and community engagement as assigned.

MINIMUM QUALIFICATIONS

The following are the minimum qualifications in order to successfully perform the duties and responsibilities of this position:

Education and Experience

• High School diploma or High School equivalency (GED).
• Two (2) years of customer service or community outreach experience.
• Or any combination of education and experience that provides the desirable knowledge, skills and abilities.
• Must possess a valid California driver’s license at time of application.

PREFERRED QUALIFICATIONS

• Bilingual in Spanish (speak, read, write).
• Public Agency experience.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Principles and practices of customer service. Effective telephone techniques, etiquette, and customer service.
• Principles and techniques of communication, with emphasis upon both verbal and writing skills.
• Computer software skills including word processing, spreadsheets, and database applications such as MS Office programs including Outlook, Word, Excel, and other related software applications.
• Basic arithmetic computations.
• Relative location of cities, basic geography and prominent landmarks in MTD’s areas of service.

Skilled in:

• Microsoft Office (Word, Outlook, Excel).
• Cash handling.
• Responding professionally to different customer situations.
• Presenting information to customers and staff.

Ability to:

• Communicate with strong interpersonal skills using tact, empathy, patience, and courtesy. Work under pressure to resolve difficult issues in real-time.
• Ensure high degree of accuracy and attention-to-detail.
• Prioritize, organize and perform multiple responsibilities or projects simultaneously, making decisions independently and taking ownership for wide ranging responsibilities that also meet time constraints and deadlines.
• Enter simple data into a computer while on the telephone. Compose brief, simple written communications; write legibly.
• Operate a computer using Microsoft and other programs and other standard text and graphics software.
• Exercise sound judgment within policies, procedures and standards.
• Work independently and proactively, either alone or as part of a team, and exercise sound judgment to resolve issues.
• Initiate, organize, and follow up on work.
• Establish and maintain working relationships with members of the public, internal and external stakeholders, MTD co-workers, and others encountered in the course of work.

DISCLAIMER

Position overview is not construed to be an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, department head or General Manager.

SELECTION PROCESS

All applications will be evaluated on their related work experience and education qualifications. MTD will invite the most qualified candidates to participate in an oral interview. MTD application must be fully completed and clearly show that the minimum requirements are met. Any questions on the application that are unanswered may cause you to be excluded from the selection process. All statements made on the application are subject to investigation and verification. Any invalid applications are subject to disqualification.

The selection process will include one or more of the following:

• Application Review
• Oral Interview
• Written Tests / Computer Skills Tests

PRE-EMPLOYMENT PROCESS

The process includes a job specific pre-employment physical and drug screening under Department of Transportation regulations to be completed by an industrial health clinic of MTD’s choice, criminal background screen, and verification of employment. All offers of employment are conditional upon successful completion of the pre-employment process.

IMMIGRATION AND CONTROL ACT OF 1986

In order to comply with the provision of this law, all applicants prior to placement, must provide proof of work eligibility and attest that they are a citizen, permanent resident alien, or otherwise authorized to be employed.

EQUAL OPPORTUNITY EMPLOYER

Santa Barbara Metropolitan Transit District has established a policy and practice of recruiting, hiring, training and promoting for all job classifications within MTD without regard to race, color, creed, religion, national origin, sex (including gender identity and sexual orientation), age, genetic information, disability, veteran status, or any other protected class or consideration made unlawful by federal, state, or local laws.

• Application Review Begins: January 19, 2026; open until filled