Job Description
Ready to turn every customer interaction into a positive experience?
WHO WE'RE LOOKING FOR
The Customer Service Representative reports directly to the Customer Service Supervisor. The Customer Service Representative I is responsible for resolving incoming telephone calls from customers in the Contact Center
Responsibilities
WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

• 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
• Provide excellent telephone customer service.
• Effectively utilize CapMetro's systems: Automotive Transportation Information System (ATIS), OrbCAD (Performance Queue, Incident Queue, InfoView, Playback), Bytemark Mobile Application and 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.
• Know 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.

MISSION CRITICAL POSITION
This position has been identified as a "Mission Critical" position during emergency weather situations because of the responsibility Customer Care has to agency operations and community.
Qualifications
WHAT YOU BRING

• High school diploma or GED required.
• Three (3) years of professional customer service experience.
• One (1) year experience riding CapMetro transportation system.
• One (1) year experience as a Customer Service Representative in a call center preferred.
• Bilingual (English and Spanish) preferred.

Knowledge, Skills, and Abilities:

• 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.

WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines. Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
Working Environment

• Shift work, including evenings, weekends, and holidays; occasional mandatory overtime.(JD1)
• Scheduled lunches, breaks, and time-off; good attendance and adherence to schedule are important.
• Fast paced high volume call center environment.
• Work monitored for quality, productivity and training purposes.

Mobility Status:
As a Mobile position, the incumbent is expected to work in the office as needed. There will be access to touchdown/collaboration spaces when on site. Must be in-office for socialization, strategic collaboration, supervision, oversight, and accountability as needed.
WHAT'S IN IT FOR YOU
•Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.
•Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.
•Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.
...and much more!
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.