Customer Service Associate

Basic Function

Responsible for providing excellent customer service to METRO customers visiting the RideStores, the Mini-RideStores, the Fannin South parking lot, and/or the fare media processing center.  Assists customers with setting up fare media accounts, processing fare media transactions, and approvals for discount fare media (senior, disabled, qualified veteran, etc.).  Maintains working knowledge of the METRO transit network to assist customers using METRO’s system.  Works in collaboration with other team members to reach departmental goals.  Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Responsible for providing excellent customer service to METRO customers visiting the RideStores, the Mini-RideStores, the Fannin South parking lot, and/or the fare media processing center.  
• Assists customers with setting up fare media accounts, processing fare media transactions, and approvals for discount fare media (senior, disabled, 70+, qualified veteran, etc.).  
• Assist customers with bus, rail, and fare media information.  
• Refund, exchange, or replace lost, defective, or unused fare media.
• Reload or readjust balance to fare media due to fare collection system failure or other fare media problems.
• Verify and balance daily inventory and fare media transactions at the open and close of business. 
• Ensure daily transactions and till funds are reconciled accurately. 
• Register customer fare media in the fare system.
• Hot list and deactivate fare media that is lost, damaged, or stolen. 
• Collect fees and payments for fare evasion citations and accident reports and keep accurate reporting for METRO Police.
• Assist with sales of daily, monthly, and special event parking at Fannin South and other METRO locations.
• Complete and process daily transactions spreadsheets.
• Participate in METRO special events and other outreach activities as needed.
• Provides excellent customer service to METRO internal and external customers.
• 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.
   

Education Requirement

High school diploma or GED required

Years & Experience Required

Minimum three (3) years of retail experience and/or related customer service experience.  Experience working in a multifunctional team environment is preferred.

Knowledge & Skills Required

Basic knowledge of Excel, Word and Microsoft Outlook.  Ability to establish and maintain effective working relationships with team members.  Skills in analyzing problems, evaluating alternatives, making creative recommendations and implementing solutions.  Ability to work independently and as part of a distributed team.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.