Customer Service Rep I Paratransit

As a Customer Service Rep I Paratransit, you'll be the first interaction for many of our paratransit users. Your warm and professional demeanor will set the tone for their entire experience. You'll handle a high volume of calls, providing accurate information, assistance, and a friendly ear. It's a fast-paced role, but your calm and efficient approach will ensure a smooth operation and a satisfied customer base.

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. 

• Answer customer calls promptly, offering a friendly and professional greeting.
• Provide detailed information on paratransit services, schedules, and booking procedures.
• Assist customers with booking reservations and ensure accurate record-keeping.
• Handle customer inquiries, complaints, and feedback with empathy and a problem-solving mindset.
• Maintain a high level of customer satisfaction by offering timely and effective solutions.
• Collaborate with the paratransit team to enhance service delivery and address any issues promptly.
• Stay updated with the latest transportation network changes and paratransit policies.
• Maintain a positive and helpful attitude, ensuring a pleasant customer experience.
• Perform administrative tasks related to customer service, as required.
• Uphold the company's values and standards of excellence in customer service.

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.  

• Perform other position related duties as required and/or 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.

Mobility Status:

As a Mobile position, the incumbent is expected to work in the office as needed. There will be access to touchdown/collaboration spaces when on site. Must be in-office for socialization, strategic collaboration, supervision, oversight, and accountability as needed. 

This position is based in Austin, Texas. Successful out-of-state candidates must relocate to the state of Texas prior to start date and may have the opportunity to work remotely anywhere in Texas after a specified period.

CapMetro is Austin's regional public transportation provider. We've been around since 1985 and work every day to give residents, commuters, and visitors the best possible transit options available to match their busy everyday lives.

We're always on the move, connecting people with jobs, schools, restaurants, shops, festivals, and other great places to hang out. In fact, we have more than 31 million boardings each year.