Apply on Employer Site

Metropolitan Transit Authority of Harris County · 1 month ago

Customer Service Representative (METROLift/Micro Transit) (Bilingual Preferred)

Houston, TX

Full-time

Onsite

Mid Level

$37K/yr - $47K/yr

3+ years exp

The Metropolitan Transit Authority of Harris County is seeking a Customer Service Representative for their METROLift and Micro Transit services. This role involves assisting customers with trip scheduling, providing accurate information, and ensuring excellent customer service across various call and service centers.

Fleet ManagementPublic TransportationTransportationTravelTravel Agency

Responsibilities

Cross-trains in all call and service centers to provide accurate trip scheduling for METROLift and Micro Transit customers using computerized and app-based scheduling system

Assists customers and the public via phone lines, including TDD/TTY equipment for the hearing and impaired and face to face communication as required

Relays accurate information to the customers including schedules, METROLift programs, fares, detours, special events, changes/improvement to service and/or other information regarding current or new METRO programs

Processes next day customer trip requests in a timely and accurate manner using computerized and app-based scheduling system along with cancelling and verifying customers trip information as needed

Explain eligibility requirements for METROLift to customers and provides scheduling assistance for eligibility interview and appointments

Assists customers with METRO’s Micro Transit Services

Assists customers with Interactive Voice Recording (IVR) and METROLift Automated Calling Systems (MACS) -WEB/EZ WALLET information and electronic ticket and pass purchase

Engages in active listening with callers, confirming or clarifying information and diffusing upset customers as needed

Addresses service concerns with customers and sends any comments/complaints to the appropriate department for resolution

Processes customer requests, disseminates enrollment application and brochures, and inputs subscription requests and/or cancellations in system

Directly communicates with dispatchers, customer service representatives and supervisors to provide customers with timely and accurate information

Consistently and accurately reviews information affecting drivers’ schedules, contact operations with updates and documents findings into the computerized routing and app-based scheduling system

Adjust operator schedules as needed for late service or unusual scheduling to ensure on time service

Provides operators, street supervisors and maintenance personnel with information impacting street traffic or issues causing delays

Addresses and documents issues with locating customers, operators needing directions, communication equipment problems, patron/driver situations, vehicle breakdowns, customer complaints/concerns, and any other unusual incidents into computerized system

Adheres to all policies, procedures and provisions of METRO and METROLift department

Meets and maintains customer service quality performance standards

Provides excellent customer service to METRO internal and external customers

Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP)

Promotes safety awareness and follows safety procedures to reduce or eliminate accidents

Performs other job-related duties as assigned

Qualification

Customer serviceActive listeningVerbal communicationBilingual skillsMicrosoft OfficePlanningOrganizingPhone etiquetteWritten communication

Required

High school or GED required

Minimum three (3) years of related experience in a customer service field or call center environment

Exceptional customer service, active listening, and verbal and written communication skills; emphasis on spelling skills, professional phone voice and phone etiquette

Must be able to manage workloads including planning, organizing, prioritizing, meeting deadlines and following through

Should be proficient with Microsoft Office software applications