Customer Service Representative (METROLift/Micro Transit)
About The Position
Assist customers in METROLift’s Reservations, Customer Service, Feeder and Dispatch centers, as well as the Micro Transit call and service center. Provide excellent customer service, accurate information, and assistance across department call centers and services. Schedule, cancel, and verify customer trips, and process applicant eligibility paperwork in a discretionary and confidential manner. Participate in customer outreach events, assist customers in person, and help METROLift and Micro Transit drivers as required. Perform duties safely and efficiently in compliance with applicable rules and safety procedures. The role cross-trains across call and service centers and uses computerized and app-based scheduling systems. It supports customers by phone—including through TDD/TTY equipment—and in person; provides information about schedules, services, fares, programs, and service changes; and helps customers with eligibility, Micro Transit, automated calling systems, and electronic ticket and pass purchases. The representative also coordinates with dispatchers, operators, supervisors, and maintenance personnel to address scheduling, service delays, customer concerns, and unusual incidents. The position follows METRO and METROLift policies, maintains customer service standards, and supports the agency’s safety programs.
Requirements
- High school diploma or GED.
- At least 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.
- Strong spelling skills, a professional phone voice, and proper phone etiquette.
- Ability to manage workloads, including planning, organizing, prioritizing, meeting deadlines, and following through.
- Proficiency with Microsoft Office software applications.
- Ability to comply with the employer’s zero-tolerance drug and alcohol policy and required pre-employment and ongoing testing; safety-sensitive functions are subject to DOT and FTA testing requirements.
Nice To Haves
- Bilingual skills.
Responsibilities
- Cross-train in all call and service centers and schedule METROLift and Micro Transit customer trips using computerized and app-based systems.
- Assist customers and the public by phone, including using TDD/TTY equipment, and provide face-to-face assistance as required.
- Provide accurate information about schedules, programs, fares, detours, special events, service changes and improvements, and other METRO programs.
- Process next-day trip requests accurately and promptly; cancel and verify trip information as needed.
- Explain METROLift eligibility requirements and assist with scheduling eligibility interviews and appointments.
- Assist customers with METRO’s Micro Transit services.
- Help customers use Interactive Voice Recording (IVR), METROLift Automated Calling Systems (MACS), WEB/EZ WALLET information, and electronic ticket and pass purchases.
- Use active listening, confirm or clarify information, and help defuse upset customers.
- Address customer service concerns and forward comments and complaints to the appropriate department for resolution.
- Process customer requests, distribute enrollment applications and brochures, and enter subscription requests and cancellations into the system.
- Communicate with dispatchers, customer service representatives, and supervisors to provide timely and accurate information.
- Review information affecting driver schedules, provide updates to operations, and document findings in computerized routing and app-based scheduling systems.
- Adjust operator schedules as needed for late service or unusual scheduling to support on-time service.
- Provide operators, street supervisors, and maintenance personnel with information about street traffic and issues causing delays.
- Address and document customer-location issues, operator direction requests, communications equipment problems, patron/driver situations, vehicle breakdowns, customer complaints, and other unusual incidents in the computerized system.
- Follow METRO and METROLift policies, procedures, and provisions.
- Meet and maintain customer service quality performance standards and provide excellent service to internal and external customers.
- Apply Safety Management System (SMS) methods and principles in daily work and support the agency’s Public Transportation Agency Safety Plan (PTASP).
- Promote safety awareness and follow safety procedures to reduce or eliminate accidents.
- Perform other job-related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
