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Customer Service Representative in Wilsonville, Oregon at City of Wilsonville
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Job Description
SMART Transit is excited to announce three new Customer Service Representative positions at our brand-new SMART Transit Center in Wilsonville! Located at 9699 SW Barber Street, this modern facility will be the heart of transit services for our growing community—and we’re looking for friendly, service-oriented people to help us welcome riders and keep things running smoothly. This is your chance to be part of something new, meaningful, and community-focused.
As a Customer Service Representative, you’ll be the face of SMART Transit—assisting riders with questions, trip planning, fare information, and general support. We’re seeking candidates who genuinely enjoy helping others, communicate clearly, and are comfortable working with the public. Experience using public transportation is highly valued, as it helps you better understand our riders’ needs and perspectives. Fluency in Spanish is preferred and a big plus in serving our diverse community.
These roles are rooted in the #wilsonvilleway—a culture that values excellence, teamwork, and service to the community. Whether you’re providing directions with a smile or helping someone navigate their commute, your work will make a real difference every day. We’re hiring three positions total: one full-time and two part-time. See schedules below:
Tentative Work Schedules:-Full Time: Monday - Friday 7-3:30p (40 hours a week, 1.0 FTE)
-Part Time: Wednesday & Thursday 1-7pm, Friday 10-2pm and Saturday 8-12pm (20 hours a week, 0.5 FTE)
-Part Time: Monday & Tuesday 2-7pm, Friday 3-7pm and Saturday 12-6pm (20 hours a week, 0.5 FTE)
If you’re friendly, reliable, and excited about public service—and want to work in a brand-new transit center designed to serve Wilsonville for years to come—we’d love to hear from you. Join SMART Transit and help us move Wilsonville forward, one rider at a time.
Additional information regarding this position, including minimum qualifications and essential job functions, can be found below.Reports directly to Transit Operations Manager.
The following tasks are representative and not to be considered all inclusive.
- Open and close the SMART Transit Center and maintain a safe and secure environment.
- Serve as the primary point of contact for customers, assisting with inquiries and service-related requests.
- Provide professional and courteous customer service to SMART transit patrons, members of the public, and City staff.
- Respond to inquiries regarding SMART services, City policies, and procedures; refer complex inquiries to appropriate staff as needed.
- Resolve issues and complaints through various channels, including phone, email, and in-person interactions; document interactions and escalate when necessary.
- Provide accurate regional transit information and assist customers with trip planning.
- Sell fare media for SMART and other regional transit agencies.
- Collect and verify regional transit information for printed and digital displays; maintain display calendars and update digital monitors as directed.
- Maintain files and records in accordance with established retention guidelines to ensure integrity and accessibility.
- Perform data entry, prepare and proofread correspondence, and complete general clerical tasks.
- Reconcile cash drawers and implement cash handling procedures.
- Interpret and apply SMART policies and procedures for customers and staff.
- Access and retrieve regional transit information as requested; refer questions appropriately.
- Advise and assist public transit customers in the use of transit services and tools.
- Receive, investigate, and respond to customer concerns in a professional manner; escalate issues to supervisor as necessary.
- Coordinate and perform additional projects, functions, and tasks as assigned.
Customer Service Standards for Employees
These standards are to ensure the organization is focused on providing high quality service to the public and other employees. Employees are expected to meet these standards as part of their job responsibilities.
Communication
Acknowledge customers when they enter a city facility by greeting them with a smile and positive tone of voice whether in person, on the phone or in email. Gather necessary information to assist the customer. Where possible, handle issues/questions/requests without transferring customer to someone else.
Seek out answers to questions first; if unsuccessful provide name/contact information of someone who can assist.
Listen, understand, and clarify to gain in depth understanding of the needs to ensure they are being met.
Address difficult or contentious issues in a constructive manner. Be positive and enthusiastic when speaking with customers.
Respect
Be courteous and polite.
Treat customers with dignity and respect.
Understand customer's expectations and treat them as a priority. Actively listen and give customer undivided attention.
Appreciate differing perspectives, opinions, and needs.
Demonstrate integrity and build trust through credibility, reliability, commitment, and ethical behavior.
Responsiveness
Provide prompt and reliable service. Respond to phone/email as soon as possible.
Follow through in a timely manner on commitments made to customers and provide estimated timeline for completion.
Change voicemail and email when out of office/unavailable and provide alternate contact person for customers.
Demonstrate a "can-do" approach.
Exhibit problem-solving skills leading to sound judgment and quality decisions.
High school diploma or equivalent required.
Preferred: Coursework or training in business administration, customer service, or related field.
Experience:
- Minimum of one (1) year of experience in customer service, administrative support, or a related role.
- Experience handling cash transactions and maintaining accurate records preferred.
- Familiarity with transit operations and/or municipal services desirable.
Fluency in Spanish preferred.
Knowledge, Skills, & Abilities
- Basic principles and practices of customer service and public relations.
- Standard office procedures, methods, and equipment including computers and applicable software applications.
- Cash handling and reconciliation procedures.
- Transit operations and regional transportation services (or ability to learn quickly).
- City of Wilsonville and SMART policies, procedures, and programs.
- Providing courteous, professional, and efficient customer service in person, by phone, and through virtual platforms.
- Communicating clearly and effectively, both verbally and in writing.
- Performing accurate data entry and maintaining organized records.
- Handling multiple tasks and prioritizing work in a fast-paced environment.
- Operating office equipment and using Microsoft Office Suite or similar software.
- Interpret and apply policies, procedures, and regulations accurately.
- Resolve customer inquiries and complaints professionally and effectively.
- Work independently and exercise sound judgment within established guidelines.
- Maintain confidentiality of sensitive information.
- Establish and maintain effective working relationships with customers, staff, and external partners.
- Adapt to changing priorities and work collaboratively in a team environment.
Physical Requirements: Ability to sit, stand, and walk for extended periods, as well as frequent use of hands and fingers for typing, handling cash, and operating office equipment. The role may involve occasional lifting or carrying of materials and supplies weighing up to 25 pounds. Clear and effective communication in person, by telephone, and through virtual platforms is essential.
Cognitive Functions: Interprets and applies policies and procedures accurately, maintains attention to detail, and exercises sound judgment in problem-solving and decision-making. The position requires strong organizational skills, the ability to prioritize tasks, and adaptability to changing priorities in a dynamic environment.
Tools/Equipment Used: Standard office equipment such as computers, printers, copiers, and telephones; point-of-sale systems for fare media transactions; digital display systems for transit information updates; and software applications such as Microsoft Office Suite and transit scheduling tools.