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This role is responsible for providing excellent customer service and accurate information regarding all METRO services, including bus, rail, and HOV/HOT lanes. You will assist customers with inquiries about schedules, fares, special events, lost articles, and trip planning while ensuring safety and efficiency in every interaction.
Compensation:$37,200 - $46,900
Key Responsibilities
Provide customers with accurate information regarding METRO services (bus, rail, and HOV/HOT lanes).
Inform customers about time schedules, bus stop locations, fares, detours, special events, and service changes/improvements.
Advise on METRO fare items, including costs, purchase locations, and issues related to lost or stolen cards.
Research customer transactions in the fare card system to verify remaining value and past transactions.
Assist customers with inquiries regarding lost articles and explain the reclaim process.
Provide trip planning and itinerary information using a computerized database, recommending the best bus and rail options.
Process and fulfill customer requests for schedules, emailed itineraries, faxes, and other information.
Offer information via phone lines, including TDD/TTY support for the hearing impaired.
Assist customers via telephone, text, and in person using standard scripts and procedures.
Provide backup support to the Welcome Center Coordinator and route inquiries to the appropriate department.
Adhere to all policies, procedures, and safety standards, including SMS and PTASP guidelines.
Meet key performance indicators (KPIs) and respond to internal and external emails in a timely manner.
Promote safety awareness and follow procedures to reduce or eliminate accidents.
Perform other job-related duties as assigned.
Required Qualifications
High school diploma or GED.
Minimum three (3) years of related experience in a customer service field or call center environment.
Exceptional customer service, active listening, verbal and written communication skills with emphasis on professional phone etiquette.
Ability to manage workload, plan, organize, prioritize tasks, and meet deadlines.
Capability to multi-task and work independently with little or no supervision.
Proficient PC skills and basic knowledge of the Microsoft Office environment.
Understanding of system maps and the METRO system.
Preferred Qualifications
Bilingual abilities are preferred; ability to read and write Spanish is a plus.
