Job description


Customer Service Lead

Become a Customer Service Lead for First Transit!

First Transit is seeking full time Customer Service Representatives for our Downtown Denver, Colorado call center location to act as a liaison for the internal and external customers we serve. We are seeking call takers for our operation that serves as the reservation center for the RTD Access-A-Ride program!  We are seeking compassionate, driven, team-oriented people to serve our elderly and disabled customers by supporting them with transportation solutions. If you are ambitious, good with people, and enjoy a diverse community, then you will enjoy this role working with our friendly cross-functional team.

Become a part of our First Transit team as an Customer Service Lead. If you have the drive, confidence, and determination to succeed, we are looking for you! 

This position coordinates daily transportation services for Access-A-Ride customers by maintaining telephone and radio communications with customers, carriers, and drivers. We are a drug-free environment. We do pre-employment drug testing as well as random testing.

 *$18.29 hourly starting pay (50 cent added if bilingual) plus a $1000 HIRING BONUS* 

 First Transit is proud to offer:

  • Paid Training
  • Free RTD buss pass
  • $18.29/ $18.79 Bi-lingual
  • Tremendous career advancement opportunities due to a strong presence across North America.
  • Excellent benefits including medical, dental, vision, and 401(k) savings plan.
  • Company training, paid holidays, paid vacation and sick days.
  • A great work environment.

Customer Service Lead major responsibilities:

  • Monitor the floor
  • Track errors of all staff
  • Monitor daily calls for 3 days out
  • Monitor queue/helping on queue if needed
  • Available to cover early/late shift.
  • Escalated calls
  • Run reports
  • Obtain and enter accurate customer information into the reservations system
  • Complete customer reservations in a timely and courteous manner
  • Provide customers with information on the services provided and direct them as needed
  • Supervise customer service staff
  • Schedule breaks and lunch accordingly without disabling the call center
  • Provide support assistance to the Reservation Supervisor
  • Control and issue certain disciplines when necessary
  • New employee training and re-training of current employees
  • Minimal errors
  • On call (short notice)


  • High school diploma or GED equivalent
  • Excellent verbal and interpersonal skills
  • Excellent judgment and problem solving skills
  • Supervisor experience strongly desired

Customer Service Lead requirements:

  • Ability to proficiently operate a computer with a keystroke speed of no less than 35 corrected words per minute
  • Ability to sit or stand for extended periods of time
  • Ability to multitask and work well under time restraints
  • Ability to maintain employee confidentiality
  • Ability to communicate clearly in the English language; foreign language proficiency beneficial
  • Ability to use a standard business telephone system for communication
  • Ability to read, understand, and follow written and verbal instructions and scripts
  • Ability to be flexible in your schedule, possible on – call situations
  • Ability to learn dispatching software
  • Must be able to manage emergency situations for drivers

First for a Reason   


We offer competitive compensation and benefits, including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.   

Diversity & Inclusion  

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day.  

Professional Advancement  

Start here. Go far. We believe in promoting from within, which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 18-month Aspiring Manager Program prepares future leaders at First Transit.  

Extensive Training  

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.  

Community Service & Impact  

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Transit and First Vehicle Services in your community, you’ll have a positive impact on others.  

We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.

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52924 - Denver Paratransit
1560 Broadway, Suite 1000, Denver, Colorado, USA, 80202
  • Company:
    First Transit
  • Terms and Conditions Type:
    Full Time
  • City:
  • State / Province:
  • Job Category:
    Operations Support
  • Location Contact Telephone Number:
  • Vacancy Number:
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