Sr Customer Service Representative (Lost and Found)

Basic Function

This position interacts with a diverse public via telephone and in person regarding lost and found inquires.  Responsible for handling customer requests regarding accurate METRO bus and rail service route information. Responsible for communicating in a courteous and professional manner at all times. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Serves as the Senior Representative in Lost and Found and assists with overseeing the daily Operations and coordination of tasks.
• Assists with escalated and complex issues, providing alternative solutions. 
• Assists customers via telephone and face-to-face providing excellent customers service using standard scripts and procedures.
• Receives and documents all items lost on METRO vehicles, at METRO facilities, and/or from walk-ins. Maintains Lost & Found SharePoint site by entering accurate information. 
• Responsible for securing and cataloguing all items which may include money, jewelry, computers and other valuables for proper tracking and expiration.
• Returns items to owner upon positive identification.
• Maintains records of articles lost, claimed and expired.
• Ensures storage area is kept in a safe and organized manner, to dispose of lost and found articles according to established procedures.
• Provides accurate information to customer regarding trip planning/itinerary solutions, special events, changes/improvements in service and other information regarding METRO programs and services.  
• Performs monthly inventory of stock to ensure checks and balances.
• Responsible for daily tally of walk-in customer (lost & found and customer service inquires).
• Responds to inquires received via Lost & Found email box (internal/external).
• Maintains current inventory of supplies and reports shortages to Manager and /or Supervisor.
• Effectively documents customer comments/concerns in METRO Public Comment System for timely response.
• Assists with training new hires and cross-training existing employees. 
• Back up support to Customer Service Call Center and Customer Resolution Team.
• Adheres to all policies, procedures and provisions of the department and agency.
• 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.
   

Education Requirement

High school or GED required. 

Years & Experience Required

Minimum four (4) years of related experience in a customer service field or call center environment.

Knowledge & Skills Required

Ability to communicate with all levels of individuals in person and during telephone conversations using tact and diplomacy. Ability to manage the workload including planning, organizing, prioritizing, meeting deadlines and follow through. Proficient with Microsoft Office software applications. Ability to read maps and schedules. Ability to communicate effectively both written and verbally. Bilingual preferred.

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.