Customer Support Representative - Bilingual Spanish/English

Customer Service RepresentativeFirst review of applications will begin July 18, 2026; weekly thereafter until filled. Purpose of Role: To support customers by providing information to transit riders and resolving service inquiries through multiple communication channels. The full pay range for this position is ($19.47-$29.21) per hour, with an anticipated starting pay rate between entry ($19.47) and midpoint ($24.34) of the range. It's essential to note that the actual hourly rate offered will be determined based on several factors, including skills, qualifications, experience, education, certifications, training, and internal equity considerations.Minimum Qualifications & RequirementsHigh School Diploma or GED and two (2) years of experience in:General customer supportCall center communicationFluency in both English and SpanishOr an equivalent combination of education and experience sufficient to successfully perform the essential duties of the jobAdditional education cannot be substituted for experienceHuman Resources reserves the right to call only the most qualified candidates to the selection process Licensing/Certification Requirements: None requiredExamples of Duties / Knowledge & SkillsThe 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 necessaryReview routine correspondence and service updates; and log commendations and suggestionsDe-escalate, document, and resolve complaints; and assist callers with trip planning or eligibility for special programsCross-train with other employees and assist with fielding inquiries (e.g., fare support)Perform other duties of a similar nature and level as assignedRequired Knowledge & Skills:Basic understanding of public transit system operationsThorough knowledge of phone and email inquiry handling proceduresIn-depth awareness of complaint logging practicesBasic comprehension of transit program eligibility processesAdvanced knowledge of customer de-escalation techniquesFamiliarity with standard service update communication methodsDetailed understanding of fare support inquiry assistanceUsing a computer and related softwareSkill in:Handling general phone and email inquiriesLogging complaints and commendations properlyAssisting with trip planning questionsDe-escalating routine customer concernsReviewing service updates and announcementsCross-training with team membersCommunication and interpersonal skills to exchange information and receive work directionPhysical Demands / Work EnvironmentWork 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.Health Care BenefitsEffective on the first of the month following date of hire, benefited employees will be eligible for health coverage.Medical/Vision/Employee Assistance Program (EAP) InsuranceDental InsuranceLife/AD&D InsuranceShort Term Disability InsuranceRetirement PlansArizona State Retirement System (ASRS)457 Deferred Compensation Plan (Optional)Holiday PayPaid HolidaysOptional/Additional BenefitsVoluntary Life InsuranceFlexible Spending AccountTuition AssistanceFree Employee Bus/Light Rail Card