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Metropolitan Transit Authority of Harris County · 3 weeks ago

PSA Customer Service Rep (METROLift)

Houston, TX

Full-time

Onsite

Mid Level

$19/hr - $23/hr

3+ years exp

The Metropolitan Transit Authority of Harris County is seeking a PSA Customer Service Representative to assist customers in METROLift’s call and service centers. The role involves providing excellent customer service, scheduling trips, processing eligibility paperwork, and addressing customer inquiries in a timely manner.

Fleet ManagementPublic TransportationTransportationTravelTravel Agency

Responsibilities

Cross-trains in all call and service centers to provide accurate trip scheduling for METROLift and On-Demand 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 On-Demand Services

Assists customers with Interactive Voice Recording (IVR) and METRO On-Demand dispatching and scheduling system

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 Specialized Transit Services department

Meets and maintains customer service quality performance standards

Provides excellent customer service to METRO internal and external customers

Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents

Applies SMS methods and principles in their 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 serviceMicrosoft OfficeBilingual skillsPlanningOrganizingPrioritizingMeeting deadlinesPhone etiquetteActive listeningVerbal communicationWritten communication