Customer Service Representative

Basic Function

Responsible for providing excellent customer service and accurate information regarding all METRO services (bus, rail, and HOV/HOT lanes), programs, projects, special events, fare items, lost & found and any other METRO inquiry in a professional manner. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides customers with accurate information regarding METRO services (bus, rail and HOV/HOT lanes).
• Provides accurate information to customers regarding time schedules, bus stop locations, fares, detours, special events, changes/improvements in service and other relevant information regarding various METRO programs and projects. 
• Provides customers with accurate information regarding METRO fare items, including: costs, purchase locations, issues with lost or stolen cards and special fare media items.
• Researches customer transactions in the fare card system to assist with the card’s remaining value and past transactions.
• Answers customers inquiries regarding lost articles and explain the process for reclaiming lost articles. 
• Provides accurate trip planning and itinerary information (using a computerized database for research); recommends and explains best bus and rail options to customers in response to their inquiries.
• Processes and fulfils customer requests for schedules, emailed itineraries, faxes and other information.
• Provides information via phone lines including the TDD/TTY equipment for the hearing impaired. 
• Assists customers via telephone and face-to-face providing excellent customer services using standard scripts and procedures.
• Provides back up support to the Welcome Center Coordinator as required. Assist walk-up customers and answers customer calls; routes to the appropriate department as requested by the customer in an efficient, timely, and professional manner. 
• Assists with Community Outreach events to provide information regarding METRO’s products and services. 
• Adheres to all policies, procedures and provisions of the department and agency.
• Meets acceptable KPI’s (Key Performance Indicators) level(s) for the position.
• Responds to incoming emails (both internal and external) in a timely and professional manner.  
• Provides excellent customer service to METRO’s internal and external customers.    
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school or GED required.

Years & Experience Required

Minimum three (3) years of related experience in a customer service field or call center environment.

Knowledge & Skills Required

Exceptional customer service, active listening, and verbal and written communication skills; emphasis on spelling skills, professional phone voice and phone etiquette. Ability to communicate with all levels of individuals in person and during telephone conversations using tact and diplomacy. Must be able to manage workloads including planning, organizing, prioritizing, meet deadlines and follow through.  Proficient with Microsoft Office software applications. Ability to read system maps and schedules. Bilingual skills preferred.
 

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.