PSA Customer Service Rep (METROLift)

Responsibilities and Specific Duties

• Cross-trains in all call and service centers to provide accurate trip scheduling for METROLift and On-Demand 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 the customers including schedules, METROLift programs, fares, detours, special events, changes/improvement to service and/or other information regarding current or new METRO programs.
• Processes next day customer trip requests in a timely and accurate manner using computerized and app-based scheduling system along with cancelling and verifying customers trip information as needed.
• Explain eligibility requirements for METROLift to customers and provides scheduling assistance for eligibility interview and appointments. 
• Assists customers with METRO’s On-Demand Services.
• Assists customers with Interactive Voice Recording (IVR) and METRO On-Demand dispatching and scheduling system. 
• 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, contact operations with updates and documents findings into the computerized routing and app-based scheduling system. 
• Adjust 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, customer complaints/concerns, and any other unusual incidents into computerized system.
• Adheres to all policies, procedures and provisions of METRO and Specialized Transit Services department. 
• Meets and maintains customer service quality performance standards.
• Provides excellent customer service to METRO internal and external customers.
• Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.
• Applies SMS methods and principles in their 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 Rate: $19 hr - $23 hr