What are the responsibilities and job description for the PSA Customer Service Rep (METROLift) position at Metropolitan Transit Authority of Harris County?

Basic Function

Assist customers in METROLift’s various call and service centers (Reservations, Customer Service, Feeder and Dispatch)

and the Micro Transit 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 Micro Transit 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 Micro Transit 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 Micro Transit Services.

Assists customers with Interactive Voice Recording (IVR) and METROLift Automated Calling Systems (MACS) -WEB / EZ

WALLET information and electronic ticket and pass purchase.

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 METROLift 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 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) yeas 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. Must be able to manage workloads including : planning, organizing, prioritizing,

meeting deadlines and following through. Bilingual skills preferred. Should be proficient with Microsoft Office software

applications.

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PSA Customer Service Rep (METROLift)

What are the responsibilities and job description for the PSA Customer Service Rep (METROLift) position at Metropolitan Transit Authority of Harris County?

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