Customer Service Representative (Houston, TX, US)

Position Overview

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.