Vanpool Customer Service Representative - Part Time

Provides customer service and assistance to the public, customers and stakeholders on behalf of Vanpool program and related services. Assists customers with commuter and rider information, route development, vanpool support, emergency ride home, and program data management.  Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

• Provides information and assistance to the public on the advantages and use of METRO vanpool and related services through meetings, events, telephone, email contacts, webinars, and other communication channels.
• Assists interested commuters with commuter profiles, ride matching requests and results, welcome communications, route and rider-match contacts, and follow up assistance to place riders in existing or new routes.
• Identifies and refers ride-matched groups to account management/route development for review and action.
• Assists customers with data management and required documentation, including applications, agreements, roster changes, ridership logs, route profile data, related issues and requests.
• Processes Emergency Ride Home (ERH) requests, orders and documentation in compliance with ERH procedures.
• Makes outbound contacts to registered commuters and follows up on interests, confirms data accuracy, and re-engages in route matching or route formation process.
• Performs monthly report monitoring, processes open seat-waitlist matches, rider additions and deletions, and tracks full-van waitlist opportunities.
• Assists in handling public comments and complaints; conducts exit surveys and provides support for managing data quality.
• Promote safety awareness and follow safety procedures in an effort to reduce or eliminate accidents.
• Perform other duties as assigned.

High school diploma or equivalent.

Minimum three (3) years related customer service experience.

Proficient computer skills including basic knowledge of Microsoft Office Suite. Excellent interpersonal, communications, and organizational skills.  Knowledge of Houston region and METRO programs preferred. Bilingual ability is a plus.

 

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.

Grade 5