Customer Service Representative I - Paratransit - CapMetro

NOTE: This position is reserved for individuals who have been referred to this page by a Workforce Solutions Capital Area Career Advisor. If you have NOT been referred to this page by a Career Advisor, you will need to attend a Career Information Session first then meet with a Career Advisor to determine your eligibility before we will consider you for this position. Click here to start the process to attend a Career Information Session: CLICK HERE

Owner: Hope Soliz

Job Title: Customer Service Representative I - Paratransit

Compensation: $17/hour

Schedule: Full-time

Location: North Austin, Tx

JOB SUMMARY
This position is an entry level Customer Service Representative in Paratransit for the MetroAccess Control Center. This position requires the ability to answer and respond to incoming and outgoing customer calls.

PRIMARY RESPONSIBILITIES
• Answers MetroAccess’ reservation lines to create, cancel, and confirm trips for MetroAccess customers.
• Understands and applies MetroAccess trip booking policies and rules including conditional eligibility enforcement.
• Performs scripted outgoing calls for customer outreach to MetroAccess customers.
• Assists customers with MetroAccess reservation policies.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
• Perform other position related duties as required and/or assigned.

MINIMUM QUALIFICATIONS

Education and Experience
• High school diploma or GED required.
• Three (3) years of professional customer service experience.
• One (1) year experience as a Customer Service Representative in a call center preferred.
• Bilingual (English and Spanish) preferred.

Knowledge, Skills, and Abilities
• Knowledge of the Austin Street system.
• Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
• Excellent skill level of telephone delivery of customer service.
• Skill in reading and relaying information to customers.
• Ability to give accurate directions by telephone.
• Ability to communicate effectively over the phone, in writing, and in person.
• Ability to utilize numerous sources of paper and electronic information to solve customer inquiries.
• Ability to effectively use internet navigation systems.
• Ability to utilize professional customer service and problem-solving skills to effectively resolve customer issues both verbally and in writing.

Working Environment
• Shift work, including evenings, weekends, and holidays; occasional mandatory overtime.
• Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
• Fast paced high volume call center environment.
• Work monitored for quality, productivity and training purposes.

WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines.
Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment.
Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.
Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status:
As a Stationed position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4 days a week.

COMMITMENT TO DIVERSITY
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.