Customer Support Representative - Bilingual: Spanish/English
Valley Metro 4600 East Washington Street, Phoenix, AZ, USA
- Location: 4600 East Washington Street, Phoenix, AZ, USA
- Categories: Customer Service
- Job Type: Full Time
- Posted: Aug 05, 2026
Job Description:
Customer Support Representative - Bilingual: Spanish/English
Description
Examples of Duties / Knowledge & Skills
The following functions are intended to provide a representative summary of the primary duties and responsibilities of this position and are not an exhaustive list of all duties that may be performed.
- Manage routine high-volume phone and email inquiries by providing general information and customer support to public transit riders and directing customers as necessary
- Review routine correspondence and service updates; and log commendations and suggestions
- De-escalate, document, and resolve complaints; and assist callers with trip planning or eligibility for special programs
- Cross-train with other employees and assist with fielding inquiries (e.g., fare support)
- Perform other duties of a similar nature and level as assigned
Required Knowledge & Skills: Knowledge of:
- Basic understanding of public transit system operations
- Thorough knowledge of phone and email inquiry handling procedures
- In-depth awareness of complaint logging practices
- Basic comprehension of transit program eligibility processes
- Advanced knowledge of customer de-escalation techniques
- Familiarity with standard service update communication methods
- Detailed understanding of fare support inquiry assistance
- Using a computer and related software
Skill in:
- Handling general phone and email inquiries
- Logging complaints and commendations properly
- Assisting with trip planning questions
- De-escalating routine customer concerns
- Reviewing service updates and announcements
- Cross-training with team members
- Communication and interpersonal skills to exchange information and receive work direction
Physical Demands / Work Environment
Work is performed in a typical office setting with routine use of standard office equipment. This role is sedentary, requiring the physical exertion of up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.
This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, reaching, twisting, time pressure, tedious or exacting work, changing of tasks, multitasking, irregular work schedule/overtime, and working with others on a team.
Valley Metro is a Drug-Free Workplace and an Equal Opportunity Employer.