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.
communication as required.
changes / improvement to service and / or other information regarding current or new METRO programs.
system along with cancelling and verifying customers trip information as needed.
appointments.
WALLET information and electronic ticket and pass purchase.
resolution.
cancellations in system.
and accurate information.
findings into the computerized routing and app-based scheduling system.
delays
patron / driver situations, vehicle breakdowns, customer complaints / concerns, and any other unusual incidents into
computerized system.
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.
