PSA Customer Service Rep (METROLift)

METRO•Houston, TX

16d•$19 - $23

About The Position

Basic FunctionAssist customers in METROLift’s various call and service centers (Reservations, Customer Service, Feeder and Dispatch) and the On-Demand call and service center. Responsible for providing excellent customer service, accurate information and assistance across all the department’s call centers and services. Schedules, cancels, verify customers’ trips, and process applicant’s eligibility paperwork in a discretionary and confidential manner. Participate in customer outreach events, assist customers in person and help METROLift and On-Demand drivers as required. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.Responsibilities and Specific 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. 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.

Requirements

High school or GED required.
Minimum three (3) yeas 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.

Nice To Haves

Bilingual skills preferred.

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.