October 6-10, 2025 marks Customer Service Week. At Rio Metro Regional Transit District, we’re proud to shine a spotlight on the team that does so much more than answer phones. Our Customer Service (CS) staff are the first point of contact for many passengers. They’re also the unseen hands helping to keep trains running smoothly, ensuring passenger safety, and supporting operations across the 100-mile New Mexico Rail Runner Express corridor and the counties served by Rio Metro buses.
This week, we’re giving you an inside look at what makes our Customer Service team so special.
Meet the Team
Leading the department are Irma Ruiz, Customer Service Manager and Lisa Sedillo, Customer Service Lead. They are joined by a skilled frontline team consisting of Administrative Assistant Guadalupe Maltos and Customer Service Representatives Raina Vigil, Hunter Northrop, Andy Vuong, and Alejandro Gutierrez.
A Day in the Life
For this team, the day starts early. Staff arrive to check messages, review incidents from the night before, and answer calls, which begin as early as 6 a.m.
On any given day, the CS team may also:
- Answer questions about train schedules, tickets, and promotions
- Help with app accounts and trip planning
- Monitor station and railyard cameras for safety concerns
- Manage rider alerts about delays and bus connections
- Assist with lost and found, bike locker rentals, kiosk phone calls, and more
As Lisa explains, “One of the most frequent questions we hear is, ‘Is the train running on time?’ But often, we’re helping with much more detailed requests.”
Beyond the Train
While much of their work involves the Rail Runner, the team also supports riders using Rio Metro buses and Dial-a-Ride services. They identify bus stops, guide riders through trip planning, and connect callers to regional offices when detailed scheduling or reservations are needed.
“Our team uses downtime very efficiently to help bus passengers,” Irma explains. “Not all the bus stops are listed on the printed schedules. The team has committed a lot of their time to mapping out the stops based on nearest landmarks and intersections and figuring out the times that the buses will be there.”
Behind-the-Scenes
Customer Service is also the central hub during service interruptions or emergencies. When a train is unable to continue along the tracks, they coordinately closely with dispatch, management, and maintenance to create a bus bridge, arranging buses to move passengers safely to their destinations.
Once that process begins, the team simultaneously manages communications, pushing out rider alerts across multiple channels while continuing to take calls from the public. One recent example is from an incident in September, when a powerful evening storm washed out tracks in the northern rail corridor. The CS team coordinated bus bridges for multiple delayed trains, arranging transportation for nearly 500 passengers that night.
They also monitor security cameras at every station, reporting trespassers, loitering, or anything that could compromise rider safety.
Skills That Make the Difference
Flexibility, empathy, quick thinking, and strong communication are just a few of the qualities that define this team. “Training doesn’t stop after the first two weeks,” says Lisa. “Different things come up all the time, so we rely on thorough preparation and on listening carefully to what the customer really needs.”
Memorable Moments
The work is demanding, but it’s also deeply rewarding. Staff recall moments like:
- Helping a 7-year old rail fan tour Dispatch and Customer Service, complete with Rail Runner goodies.
- Supporting cyclists traveling the Continental Divide Trail by planning their journey with the train and connecting buses.
- Assisting Spanish-speaking riders and working with sign language interpreters to ensure everyone has access to transit information.
- Partnering with the New Mexico School for the Deaf, whose students ride the train every day.
As Irma explains, “Our riders are not alone on their journey. We’re here to make sure they get where they need to go, with confidence.”
What We Hope Riders Feel
At the end of the day, the team’s goal is simple: to provide reassurance, confidence, and a welcoming experience.
“Truly hearing what the customer is saying is the first step to understanding their needs and offering the right solution,” says Guadalupe.
“I hope our riders feel at ease and informed after speaking with us,” adds Lisa. “Public transit can be intimidating for first-time riders or tourists. We want every caller to feel supported and safe on their journey.”
Thank You, Customer Service Team
From trip planning and safety monitoring to coordinating during emergencies, the Rio Metro Customer Service team plays a vital role every single day. During Customer Service Week, we celebrate their professionalism, dedication, and heart. “When you call us, you speak directly to a person and not an automated system,” Lisa says as a reminder of their focus on human interaction.
The Customer Service office is open 7-days a week. Contact them at (866) 795-7245 for any questions regarding the Rail Runner or Rio Metro buses.
By Riann Martinez, Marketing Specialist, Rio Metro Regional District
