Customer Service Representative; Bilingual

Job Title

Customer Service Representative (Bilingual)

Austin, TX 78702

Onsite

10+ months

$23.00/hr on W2

Monday - Friday, with varying shifts: 7:00 AM - 3:00 PM, 8:00 AM - 5:00 PM, 9:00 AM - 6:00 PM, 10:00 AM - 7:00 PM

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

• Answers Metro Access' reservation lines to create, cancel, and confirm trips for Metro Access customers.
• Understands and applies Metro Access trip booking policies and rules including conditional eligibility enforcement.
• Performs scripted outgoing calls for customer outreach to Metro Access customers.
• Assists customers with Metro Access reservation policies.
• Support Client'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.

• 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).

• 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.

• 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.