Job Description

WHO WE'RE LOOKING FOR

This position is an entry level Customer Service Representative in Paratransit for the MetroAccess Control Center. This position requires the ability to answer and respond to incoming and outgoing customer calls.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

• Answers MetroAccess’ reservation lines to create, cancel, and confirm trips for MetroAccess customers.

• Understands and applies MetroAccess trip booking policies and rules including conditional eligibility enforcement.

• Performs scripted outgoing calls for customer outreach to MetroAccess customers.

• Assists customers with MetroAccess reservation policies.

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported. 

• Perform other position related duties as required and/or assigned. 

WHAT YOU BRING

• High school diploma or GED required.

• Two (2) years of professional customer service experience preferred.

• One (1) year experience as a Customer Service Representative in a call center preferred.

• Bilingual (English and Spanish) preferred.

Knowledge, Skills, and Abilities

• Knowledge of the Austin Street system.

• Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.

• Excellent skill level of telephone delivery of customer service.

• Skill in reading and relaying information to customers.

• Ability to give accurate directions by telephone.

• Ability to communicate effectively over the phone, in writing, and in person.

• Ability to utilize numerous sources of paper and electronic information to solve customer inquiries.

• Ability to effectively use internet navigation systems.

• Ability to utilize professional customer service and problem-solving skills to effectively resolve customer issues both verbally and in writing.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment.

Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.

Shift work, including evenings, weekends, and holidays; occasional mandatory overtime. Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important. Fast paced high volume call center environment. Work monitored for quality, productivity and training purposes.

Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:

As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.