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Customer Service Representative I

Do you like helping people? Do you want to make a difference in your community? Come be a Customer Service Representative at CapMetro!

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

WHAT YOU'LL BE DOING

  • 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.

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.

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