CUSTOMER SERVICE REPRESENTATIVE - TRANSIT (HYBRID)

Job Summary Help Central Florida stay connected as a Customer Service Representative also known at LYNX as the Mobility Service Representative. In this role, you will assist riders with trip planning, bus routes and schedules, fares, and service updates, primarily through incoming calls and other customer communication channels. You will answer questions, address concerns with patience and professionalism, document customer interactions, and coordinate with operations staff to provide accurate, timely information. This position requires strong communication skills, attention to detail, and the ability to navigate computer systems while assisting customers. Schedule & Work Assignment Sunday-Thursday, 9:00am to 6:00pm, with Friday's and Saturday's off. This hybrid position includes four remote workdays and one onsite workday per week. Employees must work remotely within Central Florida and have reliable transportation and flexibility to report onsite or cover customer service assignments as operation needs require. Essential Functions : This list is intended to indicate the general nature and level of work performed by employees within this classification and is not designed to be interpreted as an exhaustive listing of all tasks required of employees assigned to the job . All employees will be expected to perform other duties as assigned. All jobs require regular and reliable attendance. Works as part of the customer service team in the Mobility Services department delivering excellent customer service. Responds to customer concerns in a professional and empathetic manner, escalating issues when necessary to ensure resolution. Keep s hold /wait times to a minimum and adheres to call center /customer service performance metrics. Communicate s regularly with operations staff regarding scheduling, cancellations, and passenger issues. Records and tracks customer calls, inquiries, and concerns using appropriate software systems ; u pdates and maintains monthly reports. Stays informed of all policy changes, service updates, detours, and bulletins to provide accurate information. Assists with mail-outs for rider guides, schedules, and other informational materials. Support s team members by covering assignments during absences and assisting with training as needed. Customer Service Call Center Position Focus & Work Environment : Answers incoming calls promptly for fixed-route services, providing accurate schedule, routing, and system-wide information using Schedule books, maps, trip planning tools, and schedule brochures. Records accurate and detailed trip information while providing emergency call support during unexpected service interruptions . Provides Estimated Time of Arrival (ETA) updates to passengers and communicates any delays or changes. Maintains up-to-date passenger records in customer database; makes all necessary changes to key fields during call. Ability to work remotely within the Central Florida area ; must have reliable transportation and flexibility to cover office-based areas based on operational needs. Ticket Sales Window Position Focus & Work Environment : Operates the ticket sales window at LYNX Central Station , delivering patient , high-quality customer service and accurately and efficiently processing cash and electronic transactions. Handles overflow calls to help stabilize service levels and en s ure consistent customer experience during high-volume periods. Works in a confined area and requires long periods seated. Lost and Found Position Focus & Work Environment : Operates the l ost and f ound window at LYNX Central Station , assisting customers with inquiries and ensuring proper documentation and follow-up Works in a confined area and requires long periods seated. Occasionally works in a warehouse environment, which may include exposure to weather conditions. Uses a company vehicle to collect lost and found items from LYNX properties , which r equi res the ability to lift up to 50 pounds and the ability to possess and maintain a valid Florida Driver’s license and safe driving record. Required Qualifications : High School Diploma or GED , plus three years of clerical , data entry, and computer software experience and at least one year of customer service experience provided in person or by telephone . Additional directly related experience beyond the minimum requirement may substitute for the required education on a year-for-year basis. Desired Qualifications : Three years of experience performing face-to-face customer service duties and/or call center experience . Government, public sector, and/or transit work experience. Bilingual or m ultilingua l. Knowledge, Skills , a nd Abilities (KSA s ) : Customer Service Excellence: Demonstrated ability to provide outstanding service, maintain professionalism, and resolve customer concerns with empathy and efficiency. Transit System Knowledge: Understanding of fixed-route and paratransit operations, scheduling processes, and trip planning tools. Technical Proficiency: Ability to operate computer systems and learn department-specific software, including scheduling platforms, mapping tools (e.g., Google Maps), and call tracking systems. Communication Skills: Strong verbal and written communication skills to convey accurate information and instructions clearly to diverse audiences. Interpersonal Skills: Ability to build positive relationships with customers, colleagues, and operations staff while working collaboratively in a team environment. Attention to Detail: Skill in accurately recording trip details, maintaining passenger records, and ensuring data integrity across multiple systems. Time Management & Multitasking: Ability to prioritize tasks, manage multiple queues, and meet performance metrics in a fast-paced environment. Cash Handling: Competence in processing ticket sales and managing financial transactions securely and accurately. Problem-Solving & Adaptability: Ability to identify solutions for customer issues, adapt to policy changes, and respond effectively during service disruptions or emergencies. Special Consideration This position requires close visual acuity to perform an activity such as viewing a computer terminal and extensive reading. This position requires the ability to verbally express or exchange ideas by means of spoken word in English . Any employee using a company vehicle must possess a valid Florida driver’s license and maintain a safe driving record. HIPAA Workforce Member:  As a HIPAA Workforce Member, the incumbent in this position will be requested to sign a Confidentiality Agreement affirming their obligation to maintain confidentiality of all employees’ Personal Health Information (PHI). Newly hired HIPAA Workforce Members will be trained within four weeks of hire. In the event a newly hired HIPAA Workforce Member fails to complete this training within the applicable timeframe, they may be reassigned to a position that does not have access to PHI, or appropriate corrective action up to and including termination may be taken. Upon separation of employment or access to PHI, whichever is earlier, each HIPAA Workforce Member will be requested to sign an Acknowledgement of Continued Obligation to Maintain Confidentiality of PHI.  Mission Critical Workforce Member: LYNX provides the community with much needed public transportation, and it is important for the Agency to resume its services as quickly and as safely as possible in the event of any natural, technological, or human-caused emergency or disaster. This position is considered a mission critical member of LYNX’s emergency preparation and response efforts during an emergency or disaster and as such, will be asked to work during these emergencies or disasters. Therefore, mission critical team members are required to prepare their homes and family for the impending emergency at least 48 hours in advance. Reasonable accommodation will be made for otherwise qualified individuals with a known disability, when required by law. This description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Why Work at LYNX? We offer a comprehensive benefits package designed to support your well-being today and strengthen your financial security for tomorrow, including: Robust Retirement Package Defined contribution 401(a) plan with a 7% employer base contribution 100% employer match up to 3% of employee contributions into the 457 plan FREE employee‑only medical insurance Company paid life insurance and long-term disability insurance Competitive medical, dental, and vision coverage Short-term disability insurance available Flexible Spending Accounts Paid vacation, sick leave and holidays Employee assistance and wellness programs Access to our on‑site Employee Wellness Center FREE bus transportation for you, your spouse, and dependent children