This position provides accurate METROLift eligibility information to customers; handles inbound or outbound METROLift and Community Connector reservations, and dispatches calls. Provides outstanding customer service and assistance to all customers, seeking to create a positive experience for each caller; which positively represents METRO. Demonstrates effective communications skills and displays professionalism daily when interacting with customers and operators. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.
Responsibilities and Specific Duties
This position has a progressive two (2) year training consisting of four (4) modules:
Lift and Specialize Services Reservations Module:
Provides accurate trip scheduling for METROLift customers (using a computerized and app-based scheduling system).
Relays accurate information to the customer including but not limited to: time schedules, METROLift programs, fares, detours, special events, changes/improvements to service, and/or other relevant information regarding current or new METRO programs
Assists the public via information phone lines, including TDD/TTY equipment for the hearing impaired.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
METROLIFT AND SPECIALIZE CUSTOMER SERVICE CENTER MODULE:
Independently provides necessary information on METROLift policies and procedures to patrons and the general public.
Explains eligibility requirements for METROLift to callers and provides scheduling assistance for eligibility interview appointments.
Processes next day customer trip requests in a timely and accurate manner using scheduling system.
Engages in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed.
Address service concerns with customers and forwards any comments/complaints to the appropriate department for resolution.
Process customer requests, disseminate enrollment applications and brochures, and input subscription requests and/or cancellations in system.
Assists customers with scheduling, confirming and/or canceling trips using interactive computer and telephone systems.
SPECIALIZE SERVICE & DISPATCH CENTER MODULE:
Directly communicates with dispatchers and operators to provide customers with timely and accurate information.
Process same day customer trip requests as needed.
Consistently and accurately review information affecting operator schedules, contact operators with updates and document findings into the computerized routing and scheduling system.
Adjust operator schedules as needed for late or unusual scheduling to ensure on-time service.
Provides operators, street supervisors, and maintenance personnel with service delivery constraint information affecting street traffic or issues causing delays; addresses, gate codes, astray operator, communication equipment problems, and also documents patron/driver problems, expedite corrective action in a timely manner, and other related issues as directed.
Addresses and documents vehicle accidents, breakdowns, customer complaints/concerns, and any other unusual incidents into computerized system.
Adheres to all policies, procedures and provisions of METRO and the METROLift department.
Meets and maintains Customer Service Quality Performance Standards.
Responds to incoming e-mails (both internal and external) in a timely and professional manner.
Attends community public meetings or seminars as requested.
Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.
Performs other job-related duties as assigned.
Minimum Qualifications/ Requirements
High school diploma, GED or equivalent.
Minimum two (2) years of related experience in a customer service field or call center environment.
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. Must be proficient with Microsoft Office software applications.
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.
Metropolitan Transit Authority