Customer Service Representative; METROLift​/Micro Transit

Join to apply for the Customer Service Representative (METROLift/Micro Transit) role at Metropolitan Transit Authority of Harris County
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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. Provide excellent customer service, accurate information, and assistance across all the department’s call centers and services. Schedule, cancel, 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.

Perform 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.
• Assists customers and the public via phone lines, including TDD/TTY equipment for the hearing and impaired and face‑to‑face communication as required.
• Relays accurate information to customers including schedules, METROLift programs, fares, detours, special events, and changes/improvements to service.
• Processes next‑day customer trip requests in a timely and accurate manner using computerized and app‑based scheduling system, and cancels and verifies customers’ trip information as needed.
• Explains eligibility requirements for METROLift to customers and provides scheduling assistance for eligibility interviews and appointments.
• Assists customers with METRO’s Micro Transit Services.
• Assists customers with Interactive Voice Recording (IVR) and METROLift Automated Calling Systems (MACS) – WEB/EZ WALLET information and electronic ticket and pass purchase.
• Engages in active listening with callers, confirming or clarifying information and diffusing upset customers as needed.
• Addresses service concerns with customers and sends any comments/complaints to the appropriate department for resolution.
• Processes customer requests, disseminates enrollment application and brochures, and inputs subscription requests and/or cancellations in system.
• Directly communicates with dispatchers, customer service representatives, and supervisors to provide customers with timely and accurate information.
• Consistently and accurately reviews information affecting drivers’ schedules, contacts operations with updates, and documents findings into the computerized routing and app‑based scheduling system.
• Adjusts operator schedules as needed for late service or unusual scheduling to ensure on‑time service.
• Provides operators, street supervisors, and maintenance personnel with information impacting street traffic or issues causing delays.
• Addresses and documents issues with locating customers, operators needing directions, communication equipment problems, patron/driver situations, vehicle breakdowns, and customer complaints/concerns.
• Adheres to all policies, procedures, and provisions of METRO and METROLift department.
• Meets and maintains customer service quality performance standards.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job‑related duties as assigned.

Pay Range: $37,200 - $46,900

Education Requirement High school or GED required.

Years & Experience Required Minimum three (3) 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, professional phone voice, and phone etiquette. Must manage workloads—including planning, organizing, prioritizing, meeting deadlines, and following through. Bilingual skills preferred. Proficient with Microsoft Office applications.

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 undergo drug testing prior to employment and may be subject to further testing throughout their employment. Employees performing safety‑sensitive functions will submit to drug and/or alcohol testing in accordance with DOT and FTA regulations.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.