PSA Customer Service Rep (METROLift)
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Professional development opportunities
Employee transit benefits
Job Description
The Metropolitan Transit Authority of Harris County, Texas, commonly known as METRO, is a leading public transportation agency headquartered in Houston, Texas. METRO is dedicated to providing innovative and accessible transportation solutions to the residents of Harris County and the surrounding areas. As a government agency, METRO operates a comprehensive network that includes fixed-route buses, paratransit services, light rail, and vanpool programs. The organization emphasizes customer service excellence, safety, and community engagement, striving to ensure efficient and reliable transit services for the diverse population it serves. METRO is also committed to creating an inclusive work environment and offers various opportunities... Show More
Job Requirements
- High school or GED required
- Minimum three 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
- Ability to plan, organize, prioritize, meet deadlines and follow through
- Bilingual skills preferred
- Proficient with Microsoft Office software applications
Job Qualifications
- High school diploma or GED
- Minimum three years of related experience in customer service or call center environment
- Exceptional customer service skills
- Strong active listening skills
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office applications
- Ability to manage workloads including planning, organizing, prioritizing, and meeting deadlines
- Bilingual skills preferred
Job Duties
- 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
- Explains eligibility requirements for METROLift to customers and provides scheduling assistance for eligibility interview and appointments
- Assists customers with METRO’s On-Demand Services
- 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
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
You may be also interested in: