Transit Systems 2021-11-17 2021-12-01

Customer Service Representative - Fixed Route

Company: Pierce Transit View more listings
Location: Tacoma, Washington
Job Status: Full-time
Job ID: 137003

We are currently recruiting to fill two full-time Customer Service Representative - Fixed Route positions.

Do you enjoy making a difference in your community? Do you thrive in a tight-knit workgroup? Are you customer focused? If you answered yes, then we are looking for you!

Pierce Transit is looking for an individual committed to the customer experience to join a group of professionals who are team oriented, help each other, educate our customers about our services, care about our community and can navigate computer systems comfortably.

The positions filled from this recruitment will be part of a team working with the public to assist our riders and the public regarding agency operations. The individual we are seeking is a detail oriented professional with a passion for addressing and meeting the needs of internal and external customers. In addition, candidates will have the opportunity to build skills and abilities that will prepare them for a fulfilling future in transit. They will submit an application that documents experience delivering top notch customer service in a fast-paced customer facing role.

Essential Functions
The following functions are not intended to serve as a comprehensive list of all duties performed in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

  • Provide efficient, effective response by processing and analyzing communications received from the public via phone, email and in person.

  • Performs automated or manual trip planning by telephone, E-mail, relay 711 or in person by using maps, schedules and other informational tools.

  • Determines and implements appropriate and practical call responses.

  • Read and interpret maps.

  • Stay apprised of service information to communicate appropriate responses to changing conditions.

  • Provides real-time information regarding service by accessing multiple tools and computer systems.

  • Provides individual assistance or training for various processes and navigation of Pierce Transit and ORCA websites as well as various applications such as Passage and Transit.

  • Communicates changing contingency plans for unexpected weather conditions.

  • Utilize listening skills, including asking questions to verify and retrieve accurate information for comments assuring that information is accurately and objectively recorded.

  • Tactfully communicate with diverse individuals and groups.

  • Use sound judgement and maintain composure in stressful situations including interactions with distraught individuals, effectively using de-escalation techniques.

  • Accurately records information associated with Lost & Found, field trips, and Human Services ticket orders.

  • Perform sales of fare media; answering questions to determine the best option for our customers transportation style.

  • Operates multiple systems as a part of regular operations including but not limited to ORCA, Atis,

  • Call Center phone system, Customer Relationship Management.

  • Identifies problems and recommends solutions by communicating with direct manager.

  • Updates reference materials and assists in maintaining customer services records.

  • Balances daily and monthly sales transactions and prepares sales reports.

  • Upholds agency standards of safety, courtesy and reliability.

  • Advise customers regarding agency processes, procedures and rules.

  • Conducts customer information classes and tours of Agency facilities for internal and external customers.

  • Operates Automatic Call Director telephone system, relay 711, cash register, camera, 10-key, computer, copiers and related office equipment.

  • Has regular and reliable attendance.

  • Performs other related duties as assigned.


  • High school graduation or GED.

  • A minimum of one year of experience in a customer service environment involving heavy phone and/or in-person contact.

  • Must be able to sit for prolonged periods of time.

  • Some crouching, bending, lifting, pushing and pulling.

  • Must be available for evening, weekend and holiday shift assignments.

  • Mandatory overtime during inclement weather conditions and other significant service disruption


Knowledge of:
  • Pierce County area and roads; customer service techniques;

  • Proper English usage orally and in written form.

Skill in:
  • Computer skills; word processing; electronic messaging; data entry; database interfacing

Ability to:
  • Speak clearly; listen effectively; understand and assimilate information; deal tactfully, patiently and effectively with individuals from a wide variety of backgrounds under frequently stressful circumstances;

  • Follow written and oral instructions; read and understand maps, street guides and timetables; accurately perform arithmetic computations and repetitive activities;

  • Write legibly; type; communicate effectively orally and in writing;

  • Pass job-related examinations.

Supplemental Information

Important Note:
If performing satisfactorily two (2) years after completing the probationary period, employees in this position will advance to a Customer Service Representative II (CSRII) position and will move to the third (3rd) step of the CSRII wage scale.

Any required education must come from an accredited college or university whose accreditation is recognized by the U S Department of Education or the Council for Higher Education Accreditation (CHEA) or foreign equivalent.

Application Instructions
To be considered for this vacancy, you must apply online:

The online application must include a chronological work history and/or education, applicants must also attach resumes and/or cover letters as required to be considered for this position.

Applicants must also attach a cover letter stating how they meet the qualifications for the position in order to be considered.

At least 3 professional references to include a current or recent supervisor with names, phone numbers and email addresses.

Carefully review your application for accuracy, spelling and grammar before submitting.

Please ensure that your work history has been updated to include employment end dates as applicable.

The initial screening of applications will be solely based on the information provided in the supplemental questions and the content and completeness of the "work experience" and "education" sections of your application at

A resume will not substitute for completing the "work experience" section of the application.

All information may be verified, and documentation may be required.

For questions regarding this recruitment or assistance with the application process, please contact Pierce Transit Employee Services @ 253-581-8095 or

If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email

Pierce Transit Is An Equal Employment Opportunity Employer
Pierce Transit has a strong commitment to the community we serve and our employees. As an equal opportunity employer, we strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class.

Pierce Transit's Equal Employment Opportunity (EEO) policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay and all other forms of compensation, including benefits, and all other terms and conditions of employment.

Transit Job Listing - Customer Service Representative - Fixed Route