Job Description

Posting number: 2026-00429

Department: Metropolitan Transportation Services

Division: Metro MO Service Center

Job classification: Senior Customer Service Spec

Posting type: Open & Promotional

Categories: Investigative, Customer Service

Summary

This position is eligible for a hybrid (both remote and onsite) telework arrangement post probation. Candidate's permanent residence must be in Minnesota or Wisconsin.

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metro Mobility program provides transit services for people with disabilities who can't use regular-route transit service. Transit providers are under contract with the Council to provide the service. The Council staffs and manages the Metro Mobility Service Center, which evaluates and certifies applications for Americans with Disabilities Act (ADA) eligibility, provides customer service support, and manages the overall program.

Metropolitan Transportation Services (MTS) provides public transit service through contracts or partnerships with counties, delivering six major programs: Metro Mobility/ADA, Transit Link dial-a-ride, Metro Move, Metro micro, contracted regular-route bus service, and Metro Vanpool. MTS also conducts planning for the regional transportation system, including highways, transit, aviation, freight, and bicycle and pedestrian connections. The Metropolitan Council is the region’s federally designated Metropolitan Planning Organization.

How your work would contribute to our organization and the Twin Cities region:

The MTS Complaints Investigator will serve as the primary point of contact for escalated customer service issues. This position is responsible for investigating and resolving customer service issues by reviewing call recordings, bus video, and GPS data. This position will also review and respond to provider complaints about customers.

Examples of duties

• Act as the primary evaluator of complaints. Determine whether the complaints are accurate and/or violate the contract under the terms of MTS contracts.
• Serve as the primary customer contact for compliance follow-up, relaying contractor responses and any steps taken to resolve issues and prevent issue reoccurrences.
• Monitor resolution of customer complaints to ensure timely response and follow-through to resolution.
• Conduct regular audits of MTS ride booking calls to ensure accurate reporting and contractual compliance.
• Work with contracted providers to ensure shared understanding of the complaint intake and response process.
• Independently represent the Metro Mobility Service Center and the Council with outside contractors and provide direction when additional information is needed, or further investigation is warranted.
• Investigate escalated customer complaints by reviewing call recordings, vehicle GPS data, and vehicle video footage to verify the validity of the complaint.
• Conduct on-street supervision of MTS customer pickups and drop-offs to ensure accurate reporting and contractual compliance.
• Other job-related duties as assigned.

Qualifications

• High school diploma or equivalent
• Five years of customer service experience*

*Of the five years of customer service experience, four years must be working with individuals with disabilities, and three years working with ADA paratransit transportation systems.

What additional skills and experience would be helpful in this job (desired qualifications):

• Experience using Trapeze software.
• Experience with the Metro Mobility customer feedback module.
• Experience investigating and responding to ADA complaints.
• Experience with call recording software.

What knowledge, skills and abilities you should have within the first six months on the job:

• Knowledge of the American's with Disabilities Act.
• Knowledge of Metro Mobility operating rules, guidelines, practices, and policies.
• Proficient in Microsoft Office.
• Ability to use a TTY machine to communicate with customers.
• Ability to work independently and organize priorities to ensure all work is completed.
• Exceptional customer service skills.
• Ability to use Trapeze software, Metro Mobility Customer Service Complaint modules, and Power Play Web call recording system.

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us!

Supplemental information

Union/Grade: AFSCME / Grade E

FLSA Status: Non-Exempt

Safety Sensitive: No

What your work environment would be:

You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

• We review your minimum qualifications.
• We request your Work Record Evaluation (ATU employees only).
• We rate your education and experience.
• We conduct a structured panel interview.
• We conduct a selection interview.

If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.