Customer Service Representative

Responsibilities and Specific Duties

• Provides customers with accurate information regarding METRO services (bus, rail and HOV/HOT lanes).
• Provides accurate information to customers regarding time schedules, bus stop locations, fares, detours, special events, changes/improvements in service and other relevant information regarding various METRO programs and projects. 
• Provides customers with accurate information regarding METRO fare items, including costs, purchase locations, issues with lost or stolen cards and special fare media items.
• Researches customer transactions in the fare card system to assist with the card’s remaining value and past transactions.
• Answers customers inquiries regarding lost articles and explain the process for reclaiming lost articles. 
• Provides accurate trip planning and itinerary information (using a computerized database for research); recommends and explains best bus and rail options to customers in response to their inquiries.
• Processes and fulfils customer requests for schedules, emailed itineraries, faxes and other information.
• Provides information via phone lines including the TDD/TTY equipment for the hearing impaired. 
• Assists customers via telephone, text and in person providing excellent customer services using standard scripts and procedures.
• Provides back up support to the Welcome Center Coordinator as required. Assist walk-up customers and answers customer calls; routes to the appropriate department as requested by the customer in an efficient, timely, and professional manner. 
• Adheres to all policies, procedures and provisions of the department and agency.
• Meets acceptable KPI’s (Key Performance Indicators) level(s) for the position.
• Responds to incoming emails (both internal and external) in a timely and professional manner.
• 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