Customer Accessibility & Support Specialist

Customer Accessibility & Support Specialist

The Customer Accessibility and Support Specialist will serve as a front-line representative, delivering excellent, inclusive service to customers, particularly persons with disabilities at a Multi-Service Community Center. Assists with scheduling and mobility related inquiries, provides in person and remote customer assistance, and ensures users are informed and empowered to navigate services independently. Performs duties in a safe, efficient manner and in compliance with applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides 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.
• Resolves customer service needs on site and as needed escalates complaints, concerns, or service-related barriers to appropriate internal departments.
• Guides 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-trains 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.
• Relays accurate and updated information regarding transit schedules, routes, fares, detours, and special events.
• Provides customers who need guidance using any of METRO's modes of transportation including rail, local bus, Park & Ride, and on demand services.
• Documents service issues, complaints, and unusual incidents for appropriate follow-up and tracking.
• Facilitates informal training meetings to empower customers with disabilities to use available tools and systems independently.
• Adjusts operator schedules as needed for late service or unusual scheduling to ensure on time service.
• Communicates with drivers, supervisors, and field staff to relay essential, real-time information.
• Assists with identifying and resolving trip or service delivery issues to ensure timely and accessible service.
• Participates in community outreach events, customer forums, and program awareness campaigns.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency's Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school diploma or GED is required. Bachelor's degree or certification in Business Administration, Human Resources or related field is preferred.

Years & Experience Required

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 Required

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 a strong emphasis on time management, prioritization, and attention to detail. Proficiency in Microsoft Office suite. General knowledge of Americans with Disabilities Act (ADA). Bilingual (Spanish) is preferred.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and / or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and / or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.