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Customer Service Representative

Infojini Consulting
Austin, Texas, United States
April 11, 2019


Job Title: Customer Service Representative I

Location: Austin, Texas 78702

Duration: 3+ months

Work schedule: Friday – Tuesday 8:15 a.m. to 5:15 p.m.

During training (up to 3 weeks) schedule is Monday – Friday 8 a.m. to 5 p.m.


This position is an entry level Customer Service Representative in Paratransit for the MetroAccess Control Center. This position requires the ability to answer and respond to incoming and outgoing customer calls.


• Answers MetroAccess’ reservation lines to create, cancel, and confirm trips for MetroAccess customers.

• Understands and applies MetroAccess trip booking policies and rules including conditional eligibility enforcement.

• Performs scripted outgoing calls for customer outreach to MetroAccess customers.

• Assists customers with MetroAccess reservation policies.

• Support Capital Metro’s safety culture by following safety and security policies, considering safety in every action and reporting safety and security concerns.

• Perform other duties and special projects as assigned.


• Education and Experience

•High school diploma or GED required.

•Three (3) years of professional customer service experience, with one or more years as a Customer Service Representative in a call center preferred.

•Bilingual (English and Spanish) preferred.

Knowledge, Skills, and Abilities

•Knowledge of the Austin street system.

•Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.

•Excellent skill level of telephone delivery of customer service.

•Skill in reading and relaying information to customers.

•Ability to give accurate directions by telephone.

•Ability to communicate effectively over the phone, in writing, and in person.

•Ability to utilize numerous sources of paper and electronic information to solve customer inquiries.

•Ability to effectively use internet navigation systems.

•Ability to utilize professional customer service and problem-solving skills to effectively resolve customer issues both verbally and in writing.