Metropolitan Transit Authority of Harris County
Customer Accessibility & Support Specialist
Metropolitan Transit Authority of Harris County, Houston, Texas, United States, 77246
Overview
The
Customer Accessibility & Support Specialist
provides front-line, inclusive service to customers, particularly persons with disabilities, at a Multi-Service Community Center. They assist with scheduling and mobility-related inquiries, provide in-person and remote support, and empower users to navigate services independently. Duties are performed safely and in accordance with applicable rules and safety procedures. Responsibilities
Provide onsite assistance for customers and the public in person and via phone lines, including TDD/TTY equipment for the hearing and impaired as required at the Multi-Service Community Center. Resolve customer service needs on site and, as needed, escalate complaints, concerns, or service-related barriers to appropriate internal departments. Guide customers on the use of On-Demand services and Interactive Voice Recording (IVR) systems, MACS-WEB/EZ Wallet, and electronic ticket/pass purchasing using computerized and app-based systems. Cross-train in all call and service centers to provide accurate trip scheduling for METROLift and On-Demand customers using a computerized and app-based scheduling system. Relay accurate and updated information regarding transit schedules, routes, fares, detours, and special events. Provide guidance to customers using METRO’s transportation modes including rail, local bus, Park & Ride, and on-demand services. Document service issues, complaints, and unusual incidents for appropriate follow-up and tracking. Facilitate informal training meetings to empower customers with disabilities to use available tools and systems independently. Adjust operator schedules as needed for late service or unusual scheduling to ensure on-time service. Communicate with drivers, supervisors, and field staff to relay essential real-time information. Assist with identifying and resolving trip or service delivery issues to ensure timely and accessible service. Participate in community outreach events, customer forums, and program awareness campaigns. Provide excellent customer service to METRO internal and external customers. Apply Safety Management System (SMS) methods and principles in daily routine and support all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP). Promote safety awareness and follow safety procedures to reduce or eliminate accidents. Perform other job-related duties as assigned. Pay Range: $48,400 - $63,600. Qualifications
Education:
High school diploma or GED required. Bachelor’s degree or certification in Business Administration, Human Resources or related field preferred. Experience:
Minimum five (5) years of customer service, dispatch operations preferably in a call center environment. Experience with on-the-job employee training is a plus. Knowledge & Skills:
Ability to work independently and collaboratively in a community-facing role. Exceptional customer service, active listening, and verbal and written communication skills. Excellent organizational skills with strong time management, prioritization, and attention to detail. Proficiency in Microsoft Office. General knowledge of ADA. Bilingual (Spanish) preferred. Additional Information
The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All applicants will be required to undergo drug testing before employment and may be subject to further drug and/or alcohol testing during employment. Employees in safety-sensitive functions will submit to drug and/or alcohol testing in accordance with Department of Transportation (DOT) and Federal Transit Administration (FTA) requirements. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability. Employment Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other
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The
Customer Accessibility & Support Specialist
provides front-line, inclusive service to customers, particularly persons with disabilities, at a Multi-Service Community Center. They assist with scheduling and mobility-related inquiries, provide in-person and remote support, and empower users to navigate services independently. Duties are performed safely and in accordance with applicable rules and safety procedures. Responsibilities
Provide onsite assistance for customers and the public in person and via phone lines, including TDD/TTY equipment for the hearing and impaired as required at the Multi-Service Community Center. Resolve customer service needs on site and, as needed, escalate complaints, concerns, or service-related barriers to appropriate internal departments. Guide customers on the use of On-Demand services and Interactive Voice Recording (IVR) systems, MACS-WEB/EZ Wallet, and electronic ticket/pass purchasing using computerized and app-based systems. Cross-train in all call and service centers to provide accurate trip scheduling for METROLift and On-Demand customers using a computerized and app-based scheduling system. Relay accurate and updated information regarding transit schedules, routes, fares, detours, and special events. Provide guidance to customers using METRO’s transportation modes including rail, local bus, Park & Ride, and on-demand services. Document service issues, complaints, and unusual incidents for appropriate follow-up and tracking. Facilitate informal training meetings to empower customers with disabilities to use available tools and systems independently. Adjust operator schedules as needed for late service or unusual scheduling to ensure on-time service. Communicate with drivers, supervisors, and field staff to relay essential real-time information. Assist with identifying and resolving trip or service delivery issues to ensure timely and accessible service. Participate in community outreach events, customer forums, and program awareness campaigns. Provide excellent customer service to METRO internal and external customers. Apply Safety Management System (SMS) methods and principles in daily routine and support all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP). Promote safety awareness and follow safety procedures to reduce or eliminate accidents. Perform other job-related duties as assigned. Pay Range: $48,400 - $63,600. Qualifications
Education:
High school diploma or GED required. Bachelor’s degree or certification in Business Administration, Human Resources or related field preferred. Experience:
Minimum five (5) years of customer service, dispatch operations preferably in a call center environment. Experience with on-the-job employee training is a plus. Knowledge & Skills:
Ability to work independently and collaboratively in a community-facing role. Exceptional customer service, active listening, and verbal and written communication skills. Excellent organizational skills with strong time management, prioritization, and attention to detail. Proficiency in Microsoft Office. General knowledge of ADA. Bilingual (Spanish) preferred. Additional Information
The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All applicants will be required to undergo drug testing before employment and may be subject to further drug and/or alcohol testing during employment. Employees in safety-sensitive functions will submit to drug and/or alcohol testing in accordance with Department of Transportation (DOT) and Federal Transit Administration (FTA) requirements. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability. Employment Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other
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