Note: The job is a remote job and is open to candidates in USA. CapMetro is a public transportation authority serving the Austin, Texas region. The Customer Service Representative I resolves incoming customer calls in the Contact Center, providing transit information, trip planning, fare assistance, mobile app support, and issue resolution while supporting transit operations and safety requirements.
Responsibilities
- Assist customers with telephone inquiries to the Customer Service Contact Center, including route and schedule information, trip planning, fares, riding rules, mobile app support, and comment/complaint intake
- Perform initial problem solving by identifying customer issues and providing appropriate information, guidance, or referrals
- Provide excellent customer service by responding to inquiries professionally, courteously, and efficiently
- Effectively utilize CapMetro ’s systems: Automotive Transportation Information System (ATIS), OrbCAD (Performance Queue, Incident Queue, InfoView, Playback), Umo app, Transit app, Salesforce, Swiftly Navigation system, Marketplace, Outlook, CapMetro website, Outlook, MS Word, Internet Explorer, CapMetro ’s bus and rail system and related literature, and new systems as they are introduced
- Maintain a comprehensive knowledge of the regions’ road and fixed route transportation system, including both bus and commuter rail
- Function as a “mission-critical” employee during periods of CapMetro administrative offices emergency closure
- Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns
- Perform other duties as required and/or assigned
Skills
- High school diploma or GED required
- Two (2) years of professional customer service experience including one (1) year experience as a Customer Service Representative in a call center preferred
- One (1) year experience riding CapMetro transportation system preferred
- Knowledge of the CapMetro transportation system, with one or more years' experience as a passenger of CapMetro services
- Skill in reading and interpreting maps and directions
- Ability to give accurate travel directions
- Ability to communicate effectively over the phone, in writing, and in person
- Ability to utilize numerous sources of paper and electronic information for solving customer inquiries
- Ability to effectively use Microsoft Office products
- Ability to troubleshoot smartphone applications
- Ability to resolve customer issues through use of professional customer service skills and problem-solving skills
- Two (2) years of professional customer service experience including one (1) year experience as a Customer Service Representative in a call center
- One (1) year experience riding CapMetro transportation system
- Bilingual (English and Spanish) preferred
Benefits
- As a Remote position, your primary workplace is your home or another location in the state of Texas. The incumbent is expected to work in the office as needed.
Company Overview