Customer Service Rep 1

Job Description:

Customer Service Rep 1

Description

General

This position responds to the public (via telephone, chat, email, walk-in requests, and the District’s Ticket Booth) for information about the District’s transit routes, schedules, and products and services for SamTrans and Caltrain; takes consumer reports and processes claims for Ticket Vending Machines and SamTrans Mobile Services.

This is a union represented position. Upon training completion this position will move into the step 1 at $29.26 hourly in accordance with the CBA.

Essential Functions & Duties

• Utilizing a phone, equipment for the hearing impaired (TTY) or other communication devices, responds in English and/or other languages to requests for information about routes, schedules, bus stops and fares, referring to maps, schedule data, stop information and ancillary data.
• Assist customers with trip planning, instructing them on how, when, and where to transfer to other transit services, and/or other modes of transportation and connecting services, utilizing available reference material.
• Promote District products and services on the phone, at the Ticket Booth, and at Customer Outreach Events, utilizing established guidelines and procedures.
• Receive reports from customers on Caltrain, SamTrans and paratransit services by telephone and enter information into a Web-based application. Resolve issues or refers to Customer Service Representative 2 for resolution.

Examples of Essential Duties:

• Take and process Group Reservations requests for Caltrain following established notification and sales procedures.
• Utilize computer to access relevant information and complete other work-related functions.
• Process refunds and claims for Ticket Vending Machines, SamTrans Mobile, and SamTrans Farebox.
• Perform all job duties and responsibilities in a safe manner to protect yourself, your fellow employees and the public from injury or harm. Promote safety awareness and follow safety procedures to reduce or eliminate accidents.
• Perform other duties as assigned.
• On-the-job training provided.

Supervision: Works under the general supervision of the Manager, Customer Service, who establishes goals and objectives and evaluates performance.

Minimum Qualifications

Sufficient experience, training and/or education to demonstrate the knowledge and ability to successfully perform the essential functions of the position. In lieu of a degree, work-related experience that demonstrates the skills and experience necessary to perform this role will be accepted. Development of the required knowledge and abilities is typically obtained through but not limited to:

• One (1) year of customer service experience providing information to the public over the telephone or in a direct customer service environment.
• Specific knowledge of San Mateo County and the Peninsula (the District’s bus and train service area) is essential.
• Basic computer skills (e-mail, Internet and Word) and light typing are required.

Preferred Qualifications:

• Good verbal and written communication skills with the ability to respond to callers quickly, accurately and courteously.
• Able to communicate clearly and distinctly and be able to effectively determine the true needs of the caller as well as handle difficult callers.
• Position requires patience, tact and understanding as well as the ability to multi-task.

Below is a summary of the comprehensive benefits provided to District full-time employees:

Health and Welfare Benefits:

• Healthcare Benefits -District employees are offered a choice of healthcare providers under the CalPERS Health Benefits Program.The District will contribute ninety (90) percent towards monthly premiums for full-time employees. Fifty (50) percent for part-time employees.
  
• Free Dental and Vision Benefits provided - Employer Covers Premiums
  
• Free Employee Assistance Benefit - Employees are entitled to 5 face-to-face sessions or telephonic or web-video consultations for problem-solving support per incident, per calendar year.
  

• Flexible Spending Accounts - Pre-tax dollars to pay for qualified Health or Dependent Care expenses.
  

Retirement Medical Benefits:

• Long Term Disability Insurance - After 90 days of total disability, Administrative full-time employees are eligible for 60% of monthly income covered by the District.
  
• Health and Wellness - Gyms located at most work locations and discounted Weight Watcher Membership Option.
  

Holidays and Paid Time Off:

• Paid Time Off - Newly hired employees accrue 6.5 hours bi-weekly when hired (if Exempt 8.25 hours).As you move up in years of service credit, the rate of the amount of PTO accrued will also increase.
  
• Paid Holidays - The District provides seven paid holidays throughout the year - New Years Day, Martin Luther King Jr. Day, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving Day and Christmas Day
  
• Floating Holidays - District employees can earn up to five (5) floating holidays.
  

Financial Planning Benefits:

• Pension Benefits through CalPERS -You must have a minimum of 5 years of service to be eligible for this pension.
  

• CalPERS PEPRA vs. Classic - All employees hired on, or after January 1, 2013, are considered PEPRA members and will contribute 8% of their salary up to the maximum IRS cut-off. All Classic members will contribute 6%
  
• Deferred Compensation Options - Select to contribute to one or both of our Tax Deferred Compensation Options
  
• Reliance Standard Life Insurance with 100% premium paid by the District - 1 times annual salary of employee - max $200,000
  
• Optional Life Insurance - Employees may purchase additional life insurance for themselves and their eligible family members.
  

Growth and Education Benefits:

• Professional Development - Access to LinkedIn Learning and San Mateo County’s professional training. District Tuition Reimbursement Program - A maximum of $5,250 per year for courses related to your job or career goals with the District.
  
• Computer Loan Program - Interest-free two-year loan with a maximum amount of $2,000.
  

Other Amazing Benefits:

• Credit Union - Employees and family members are eligible to join the San Mateo Credit Union and Patelco Credit Union.
  
• Employee Clean Commute (ECC) - Car/Van poolers and Public Transit riders receive a monthly reimbursement.
  
• Commuter Benefits - Free Employee Parking; Free Bus Pass for employee as well as children/spouse; Clipper Card/Go Pass Program for Central employees.
  

For union employees, all of the above benefits are subject to the employee’s Collective Bargaining Agreement. Benefits listed are also subject to change with or without notice and are subject to contract/provider terms and conditions.

Closing Date/Time: 1/25/2026 11:59 PM Pacific

Salary:

$35,360.00 - $81,140.80 Annually