Contact Center Customer Service Representative I

Contact Center Customer Service Representative I

Austin Capital Metro | Austin, TX, 78719, US
Salary Range:$26,000 – $34,000 Salary range estimated by Zippia

Posted 8 days ago

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Contact Center Customer Service Representative I

Please Note: At present many Capital Metro employees may choose their work location. As Capital Metro continues to monitor public health conditions in our region, it is our expectation to return to a flexible working arrangement that includes both onsite and offsite work in Austin.

FT Hours: 11:30 a.m. - 8:00 p.m. Monday - Friday; and 8:00 a.m. - 5:00 p.m. Saturday & Sunday

PT Hours: 4:00 p.m. - 8:00 p.m. Monday - Friday; and 1:00 p.m. - 5:00 p.m. Saturday and Sunday


Are you a customer friendly professional with excellent communication skills looking to expand your career in a people-oriented organization? If this sounds like you, then, give Capital Metro a try!

The Customer Service Representative reports directly to the Customer Care Manager. The Customer Service Representative I is responsible for resolving incoming telephone calls from customers in the Contact Center.


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 Capital Metro's systems: Automotive Transportation Information System (ATIS), OrbCAD (Performance Queue, Incident Queue, InfoView, Playback), Bytemark Mobile Application and Marketplace, Outlook, Capital Metro website, Outlook, MS Word, Internet Explorer, Capital Metro'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 Capital Metro 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.


* High school diploma or GED required.
* Three (3) years of professional customer service experience.
* One (1) year experience riding Capital Metro 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 Capital Metro transportation system, with one or more years' experience as a passenger of Capital Metro 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 with a diverse, collaborative and energetic workforce whose focus is to bring innovation into the industry and 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 (for free) and work with our onsite trainers, before heading back home.
* If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Child Care and Learning Center.
* …and much more!


Capital Metro 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. Capital Metro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.


* Shift work, including evenings, weekends, and holidays; occasional mandatory overtime.
* 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.

PAY RATE - 15.32 - 17.56 - HOURLY