Customer Resolution Specialist

Basic Function

The Customer Resolution Specialist serves as liaison between METRO customers and METRO departments to take customer comments, complaints, and commendations regarding all METRO services. Obtains information to address and resolve customer concerns. Provides excellent customer service to METRO customers. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Receives and documents public comments including complaints, suggestions and commendations regarding all METRO services (bus, rail, and HOV/HOT lanes) and all METRO programs and special projects.

• Responsible for accurately documenting public comments and properly investigating reported issues.

• Codes and routes public comments in accordance to the public comment routing matrix and guidelines.

• Communicates with customers via telephone, email or mail.

• Provides first call resolution for common inquiries, trip planning and transit service updates.

• Reviews and completes daily reassignment list.

• Responds to telephone inquiries and complaints using standard scripts and procedures.

• Utilizes IVOMS Mobile Computer Aided Dispatching/Automatic Vehicle Locator to provide next bus information to customers and customer service staff.

• Utilizes various applications to investigate complaints of bus service.

• Researches and troubleshoots customer related service issues working with the customer and other necessary resources for resolution.

• Assists in Customer Service Call Center queue when call volume is high to meet wait time goal.

• 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 diploma, GED or equivalent.

Years & Experience Required

Minimum four (4) 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. Knowledge of IVOMS applications is a plus. Some knowledge of investigation/interviewing techniques. Ability to learn new computer applications/software. Must be able to multi-task and work independently with little or no supervision. Proficient PC skills including knowledge of Microsoft office suite. Comprehension of system maps and METRO bus route information. Bilingual skill preferred; Ability to read and write Spanish is a plus.

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.