Customer Service Representative I

Job Description

WHO WE'RE LOOKING FOR

The Customer Service Representative reports directly to the Customer Service Supervisor. The Customer Service Representative I is responsible for resolving incoming telephone calls from customers in the Contact Center.

Responsibilities

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.


Customer Service & Support

• Assist customers with telephone inquiries to the Customer Service Contact Center, including route and schedule information, trip planning, fares, riding rules, mobile app support, and comment/complaint intake.
• Perform initial problem solving by identifying customer issues and providing appropriate information, guidance, or referrals.
• Provide excellent customer service by responding to inquiries professionally, courteously, and efficiently.

Transit Systems & Service Knowledge

• Effectively utilize CapMetro 's systems: Automotive Transportation Information System (ATIS), OrbCAD (Performance Queue, Incident Queue, InfoView, Playback), Umo app, Transit app, Salesforce, Swiftly Navigation system, Marketplace, Outlook, CapMetro website, Outlook, MS Word, Internet Explorer, CapMetro 's bus and rail system and related literature, and new systems as they are introduced.
• Maintain a comprehensive knowledge of the regions' road and fixed route transportation system, including both bus and commuter rail.

Emergency & Operational Support

• Function as a "mission-critical" employee during periods of CapMetro administrative offices emergency closure.
• Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
• Perform other duties as required and/or assigned.

MISSION CRITICAL POSITION

This position has been identified as a "Mission Critical" position during emergency weather situations because of the responsibility Customer Care has to agency operations and community.

Qualifications

WHAT YOU BRING

• High school diploma or GED required.
• Two (2) years of professional customer service experience including one (1) year experience as a Customer Service Representative in a call center preferred.
• One (1) year experience riding CapMetro transportation system preferred.
• Bilingual (English and Spanish) preferred.

Knowledge, Skills, and Abilities:

• Knowledge of the CapMetro transportation system, with one or more years' experience as a passenger of CapMetro services.
• Skill in reading and interpreting maps and directions.
• Ability to give accurate travel directions.
• Ability to communicate effectively over the phone, in writing, and in person.
• Ability to utilize numerous sources of paper and electronic information for solving customer inquiries.
• Ability to effectively use Microsoft Office products.
• Ability to troubleshoot smartphone applications.
• Ability to resolve customer issues through use of professional customer service skills and problem-solving skills.

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.


Incumbents 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.

Shift work, including evenings, weekends, and holidays. Occasional mandatory overtime for regular full-time incumbents. 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.

Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

WORK AUTHORIZATION

Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States.

Mobility Status:

As a Remote position, your primary workplace is your home or another location in the state of Texas. The incumbent is expected to work in the office as needed and must have the ability to respond to a CapMetro facility within 24 hours if business needs require. Must be in-office for socialization, strategic collaboration, supervision, oversight, and accountability as needed. Mobility status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY

CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. 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.