PSA Customer Service Rep (METROLift)

Job description

Basic Function Assist customers in METROLift’s various call and service centers (Reservations, Customer Service, Feeder and Dispatch) and the On-Demand call and service center. Responsible for providing excellent customer service, accurate information and assistance across all the department’s call centers and services. Schedules, cancels, verify customers’ trips, and process applicant’s eligibility paperwork in a discretionary and confidential manner. Participate in customer outreach events, assist customers in person and help METROLift and On-Demand drivers as required. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures. Responsibilities and Specific Duties: - Cross-trains in all call and service centers to provide accurate trip scheduling for METROLift and On-Demand customers using computerized and app-based scheduling system. - Assists customers and the public via phone lines, including TDD/TTY equipment for the hearing and impaired and face to face communication as required. - Relays accurate information to the customers including schedules, METROLift programs, fares, detours, special events, changes/improvement to ser...