METROLift Service Monitor

Basic Function

Responsible for monitoring the safe, reliable delivery of transportation to METROLift customers 24/7.  Coordinate the activities between dispatchers and drivers the day before and day of service.  Monitors vehicle routes and service to ensure quality on-time service is being provided to customers.  Directs the work of contractor staff and street supervisors to provide excellent customer service. May also direct and oversee METRO’s Community Connector Service.  Monitors call center queues to include Dispatch, Scheduling, Customer Service and Community Connector service to ensure timely call processing.  Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Coordinate the activities of contractor personnel in the delivery of Paratransit and Community Connector Services through:
• Communicating with contractor personnel to ensure safe, reliable transportation is provided and any service issues are addressed in a timely manner
• Working with contractor maintenance personnel to make sure equipment is functioning properly and any mechanical problems are addressed within a reasonable timeframe.
• Analyze service schedules to identify schedule productivity gains and make recommendations for improvement.
• Assist the Service Supervisors with:
• Monitoring the various operating systems needed to communicate with drivers and customers while troubleshooting.
• Reviewing and addressing customer commendations, comments and complaints while providing feedback to staff and customers.
• Assists with coordination of the METROLift and Community Connector: Dispatch, Scheduling/Reservations and Customer Service.
• Initiating and conducting the scheduling process for next day service; ensuring the proper level of service is available to meet ridership demand for both METROLift and Community Connector Service. 
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in 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.
  Pay Range: $54,300 - $71,200
   

Education Requirement

High school or GED required.  College courses preferred.

Years & Experience Required

Minimum two (2) years’ experience in dispatch/lead role.  Minimum three (3) years professional customer service experience required.  Paratransit and/or all center experience preferred.

Knowledge & Skills Required

Knowledge of the Houston street system, excellent communication, customer service and decision-making skills.  Knowledge of computers and related software; Microsoft Office, Excel.

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.