Customer Service Representative - Center for Volunteer & Nonprofit Leadership (CVNL)

Care. Connect. Contribute.  

The Sonoma County Paratransit (SCPT) Department provides a vital service to the some of the most vulnerable populations in Sonoma County. With care, compassion and sensitivity our Drivers and CSR’s are the frontline workers providing this integral service, connecting our clientele to the community. This contribution to our community is a source of pride for CVNL.  

Position Overview:  

Reporting to the Paratransit Operations Manager, The Client Service Representative  (CSR ) is responsible for professionally answering incoming calls, addressing customer inquiries, resolving client complaints, dispatching drivers, clearly and accurately documenting issues and occasionally scheduling Paratransit rides. Due to the nature of our community involvement and clientele, the CSR  must thrive in a challenging work environment, enjoy making a difference in the lives of senior citizens and persons with disabilities, is a skilled problem solver that is mission driven and enjoys working within a team culture. 

Customer Service (60%): 

• Professional phone etiquette while answering incoming calls from clients Dispatch drivers over radio system. 
• Communicating schedule changes, ride pick up and drop times, and confirmations to clientele. 
• Reporting potential trip denials to Routing & Scheduling Specialist and Management for review  

• Staying up to date with Sonoma County Transit (SCT) routes and service times and how they effect SCPT. 

Dispatch (20%): 

• Professional radio etiquette while responding to Drivers. 
• Communicating routing changes and issues from clients to Drivers. 

• Communicating up-to-date road conditions, hazards and changes to Drivers.  
• Accurate data entry, tracking and logging into database systems such as Novis & ADP 

Other Responsibilities (20%):  

• Intermediate Understanding and assisting of routing and scheduling as needed to support daily operations . 
• Schedule paratransit rides 
• Accurate record keeping of customer issues, requests, calls, complaints and compliments in appropriate logs. 
• Attend and participate in regular Paratransit & CVNL staff meetings & events. 
• Contributing to a safe and efficient workspace following company and Cal/OSHA guidelines 

• Other clerical duties as assigned. 

Requirements

Qualifications: 

• Ongoing compliance with Department of Transportation FTA required drug screening. 
• Excellent telephone and customer service skills 

• Strong written and oral communication skills 
• Strong relationship and team culture building skills 
• Managing time and tasks efficiently,  
• Ability to handle a variety of concurrent tasks effectively with patience. 
• Ability to use good judgement and set priorities. 

• Working knowledge of Microsoft Word, Outlook, department and organizational software and apps, Zoom, Basecamp, and Novis.  
• Ability to relate to and work effectively with people of all ages from a wide variety of backgrounds. 
• Highly motivated and results oriented with the ability to work independently and as a team player. 

Physical Demands: 

• Ability to perform computer work. In addition to basic computer desk work, the employee is required to stand, walk, reach above shoulders, and climb or balance.  The employee may occasionally lift and/or move up to 25 lbs.  

Expected Hours of Work/Travel: 

• Paratransit is seven-day a week operation. 
• The Client Service Representative position is full-time, 5 days a week, 8 hours per day.  Shift times are Monday-Friday 8:00am to 5:00pm with occasional overtime when needing to cover other shifts.  

• The Department’s general operating hours and Monday through Friday 5:00am-10:00pm, Saturday and Sunday 8:45am-6:00pm.  
• Travel is not typical for this position. 
• This position is not eligible for remote work.   

Benefits

• Vacation: 12 days in year 1, 15 days in year 2, 20 days in year 5.
• Sick: 12 Sick days per year
• Holidays: 12 days observed.
• Health Insurance with base plan 100% covered by employer.
• Vision and Dental Insurance.
• 403B Retirement Plans with 3.5% employer contribution after 12 months.
• Staff have regular opportunities to participate in professional development workshops and classes offered at CVNL

Compensation:
The budgeted starting hourly rate that CVNL reasonably expects to pay is $22.25-$23.61 depending on prior experience. Up to $25.04/hr with tenure. This takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, external market comparisons for similar positions in similar geographic locations and size. Offers are determined based on final candidate qualifications and experience.

CVNL is an equal opportunity employer and makes employment decisions on the basis of qualifications. The Agency policy prohibits unlawful discrimination in any employment decision based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sexual orientation or any other basis protected by federal, state or local law or ordinance or regulation.