Job description

Work hours for this position will include weekends with two days off during the week.

WHO WE’RE LOOKING FOR
Do you like interacting with customers and providing exceptional customer service? Capital Metro is looking for an individual that is passionate about providing a great customer experience. 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.

WHAT YOU’LL BE DOING

• 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 Metro’s safety culture by following safety and security policies, considering safety in every action, and reporting safety and security concerns.
• Perform other duties and special projects as assigned.

WHAT YOU BRING

• 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.

WHAT’S IN IT FOR YOU

• Work with a diverse, collaborative and energetic workforce whose focus is to bring innovation into the industry and how we serve our customers and team members.
• When not working remotely, utilize our free and reduced fare transit service to get to the office and then plan to hit the gym (for free) and work with our onsite trainers, before heading back home.
• If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Child Care and Learning Center.
• …and much more!

WHAT YOU SHOULD KNOW
Capital Metro 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. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. Capital Metro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.

This position is designated as a “circulating” position. Employees in circulating positions are expected to come into the office daily for a check-in and check-out process but do not work in an individual workspace. Employees in circulating positions are assigned “gathering” space. CapMetro is in the early stages of mobility planning and the mobility status of this position could be subject to change.

PAY RATE COMMENSURATE WITH EXPERIENCE

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