Customer Service Representative

The Rhode Island Public Transit Authority (RIPTA) is recruiting Internally and Externally for one (1) or more positions
of Customer Service Representative. This is a Laborer’s International Union of North America, Local 808 (LIUNA
Local 808) position. All applicable Collective Bargaining Agreement (CBA) selection criteria will apply when
considering internal applicants.

Position Title: Customer Service Representative

Posting Period: April 14, 2025 through April 25, 2025

Salary Range: $41,090.63 to $51,363.29 Annum (Pay Grade 118)

Reports To: Director of Customer Experience

Union Affiliation: Laborer’s International Union of North America, Local 808 (LIUNA, Local 808)

Summary of Position:
Under general supervision of the Director of Customer Experience, the Customer Service Representative is responsible
for responding to inquiries in person, e-mail and on the telephone. Responsible for assisting the Customer Service
Department with day-to-day activities related to customer relations. Staffing coverage will include the Kennedy Plaza
ticket office, the Customer Service Department at 705 Elmwood Avenue, RIPTA Transit Ambassador shifts, RIPTA’s
photo identification office, Newport Transportation Center and other RIPTA satellite locations as assigned. Hours of
operation will include early morning, afternoon and evening shifts, as well as weekends and holidays as assigned.

Essential Duties and Responsibilities:
1. Responds to and assists in resolving inquiries from customers and employees;
2. Answers customer service telephones, assists with responding to customer complaints, inquiries, or providing other

information as needed;
3. Performs general typing/data entry in support of complaint documentation as well as drafting response letters,

emails and/or other correspondence;
4. Forwards information related to customer complaints to department for information and response;
5. Performs general office duties including, but not limited to, answering telephones, responding to customer service

emails, copying, faxing, servicing passenger WAVE accounts and filing;
6. As assigned, assists with coordination and preparation of schedule deliveries to assure that all scheduling centers

are adequately stocked at all times;
7. Provides coverage in the Kennedy Plaza Information Booth, Photo ID Office, 705 Elmwood Ave RIPTA Transit

Ambassador shifts, Newport Transportation Center, and various RIPTA satellite locations;
8. Works collaboratively with others;
9. Responsible for tidying, stocking, and maintaining the front reception area;
10. Responsible for the data entry/typing in support of all duties listed above;
11. Performs other related duties as assigned.

The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular
position, nor are they intended to limit in any way the right of supervisors to assign, direct, and control the work of
employees under their supervision.

Qualification Requirements:

• High School Diploma or GED required. Associates’ Degree in a related field preferred;

• At least one (1) to three (3) years’ experience in an office or customer service setting;

• Must be able to demonstrate flexibility as well as the ability to work as part of a team;

• Willingness to travel around Rhode Island to offsite RIPTA satellite locations as needed;

• Must be able to provide coverage nights, weekends and holidays;

• Must possess excellent organizational skills, attention to detail, and follow-through skills;

• Must possess excellent communications skills as demonstrated by the ability to interact with internal and external

customers in a positive professional manner on a daily basis and seek timely resolution to customer complaints;

705 Elmwood Avenue, Providence, RI 02907 • 401 -784 – 9500 • R I PT A.c om

• Must be proficient with computer software programs including, but not limited to, Microsoft Word, Excel, Power

Point, Outlook, RIPTA WAVE and AS400;

• Strong writing skills are required;

• Must possess knowledge of RIPTA’s fixed route bus system and fare products offered to customers;

• Must be proficient with numbers;

• Must be able to handle multiple tasks and be responsive to requests from co-workers as well as RIPTA customers;

• A positive/cooperative attitude is required;

• Must be able to stand and walk for extended periods of time. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

RIPTA reserves the right to consider any combination of education and experience that shall be substantially
equivalent to the above education and experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

Independent Action:

• Performs within prescribed guidelines in accordance with departmental policies/practices.

• Refers more complex situations to other appropriate individuals.
  

Supervisory Responsibility:
None

Selection Process:

• Interested applicants should submit a cover letter, resume and/or RIPTA employment application to the Human

Resources Department by due date;

• May be required to pass an oral interview and/or written test;

• Applicant must provide RIPTA copies of any licensure and/or certifications that may be required to perform

job duties prior to appointment;

• Applicant must provide RIPTA a copy of degree and/or transcripts from accredited educational institution;

• Applicant will be required to pass a nationwide full criminal background check to be conducted by RIPTA;

• Applicant will be required to submit a Bureau of Criminal Investigation (BCI) from their state of residence to

Human Resources when a conditional offer of employment has been made;

• Applicants claiming Military status should submit a copy of the DD-214 form;

• Internal applicants will be subject to evaluation of personnel file to determine eligibility and suitability for the

position; to include but not limited to review of attendance, training, education, job qualification skills,
commendations and disciplinary history;

• Seniority will be calculated as the final step in the process of selection in the event that any qualified applicants are

determined to be “equal”.

Elimination Process:

• Applicant fails to meet the minimum education requirement as outlined within “Qualification Requirements” of this

posting;

• Applicant fails to meet the minimum of one (1) to three (3) years in an office or customer service setting;

• Applicant fails to provide fully completed employment application and/or resume as outlined within “Selection

Process” of this posting;

• Applicant fails to meet minimum required oral interview and/or skills assessment score, in which the Authority has

deemed as a passing score.

Interested applicants should submit their cover letter, resume, certifications, licensure, transcript copies and
RIPTA employment application to the Human Resources Department, 705 Elmwood Avenue, Providence, RI or
via email to jobs@ripta.com no later than Friday, April 25, 2025. To apply online, visit www.ripta.com/careers.
Telephone calls will not be accepted.

RIPTA is an Equal Opportunity Employer: It is the policy of the Rhode Island Public Transit Authority that no
employee or applicant for employment will be discriminated against regardless of race, color, sex, age, national origin,
religion, disability status, veteran status, sexual orientation, marital status and/or gender identity or expression.