METRO

Assist customers via phone and face-to-face, schedule and verify trips, process eligibility paperwork, and provide information about METROLift services. | High school diploma or GED, minimum 3 years of customer service or call center experience, proficiency in Microsoft Office, and strong communication skills. | Basic Function Assist customers in METROLift’s various call and service centers (Reservations, Customer Service, Feeder and Dispatch) and the Micro Transit 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 Micro Transit 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 Micro Transit 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 service and/or other information regarding current or new METRO programs. Processes next day customer trip requests in a timely and accurate manner using computerized and app-based scheduling system along with cancelling and verifying customers trip information as needed. Explain eligibility requirements for METROLift to customers and provides scheduling assistance for eligibility interview and appointments.  Assists customers with METRO’s Micro Transit Services. Assists customers with Interactive Voice Recording (IVR) and METROLift Automated Calling Systems (MACS) -WEB/EZ WALLET information and electronic ticket and pass purchase.  Engages in active listening with callers, confirming or clarifying information and diffusing upset customers as needed. Addresses service concerns with customers and sends any comments/complaints to the appropriate department for resolution. Processes customer requests, disseminates enrollment application and brochures, and inputs subscription requests and/or cancellations in system.  Directly communicates with dispatchers, customer service representatives and supervisors to provide customers with timely and accurate information.  Consistently and accurately reviews information affecting drivers’ schedules, contact operations with updates and documents findings into the computerized routing and app-based scheduling system.  Adjust operator schedules as needed for late service or unusual scheduling to ensure on time service. Provides operators, street supervisors and maintenance personnel with information impacting street traffic or issues causing delays Addresses and documents issues with locating customers, operators needing directions, communication equipment problems, patron/driver situations, vehicle breakdowns, customer complaints/concerns, and any other unusual incidents into computerized system. Adheres to all policies, procedures and provisions of METRO and METROLift department.  Meets and maintains customer service quality performance standards. 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. Pay Range: $37,200 - $46,900 Education Requirement High school or GED required.  Years & Experience Required Minimum three (3) years of related experience in a customer service field or call center environment. Knowledge & Skills Required Exceptional customer service, active listening, and verbal and written communication skills; emphasis on spelling skills, professional phone voice and phone etiquette. Must be able to manage workloads including planning, organizing, prioritizing, meeting deadlines and following through. Bilingual skills preferred. Should be proficient with Microsoft Office software applications. 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.

Manage and direct facilities maintenance projects, coordinate resources and personnel, support emergency preparedness, and assist with capital budget planning. | Minimum 8 years of facilities maintenance experience with project management, emergency management, service contracts, and strong communication skills. | Basic Function Project Manager serves as the department’s point person for special projects related to the Facilities Operating Maintenance Division Responsible for project deliverables and deadlines; attending meetings associated with planning, progress, implementation, and follow-up; and will coordinate resources and personnel specific to assigned project needs. Provides support at the Administrative Office Building operations. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures. Responsibilities and Specific Duties • Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g., training, supervising, work assignments, timesheets, performance evaluations, etc.) for maintaining necessary staffing, enhancing productivity of staff, and ensuring necessary department outcomes are achieved. • Serves as a project Manager for major projects within the Operating Facilities Maintenance Division. • Works in tandem with SOGR Division to capture potential capital projects and align them with the internal projects set up with Facilities Maintenance • Executes special capital improvement projects, including the development scope of work and estimates and working with vendors. • Makes recommendations to the Facilities Maintenance Management Team for any special project. • Inspects, reports, and makes recommendations on the inspection of all items and actions related to Emergency Preparedness and Business Continuity for Facilities Maintenance at each METRO facilities on a periodic basis and in anticipation to a hurricane season. • Participates in the Emergency Management and Business Continuity Sub-committee following Incident Command System protocols. • Prepares, evaluates, and directs action plans to complete audit documentation required by local, state and federal agencies. • Must be available 24/7 for emergency situations and work appropriate shift and hours as needed. • Analyzes new technology for Facilities Maintenance for efficiency and effectiveness. Works in tandem with the Departments of IT and Innovation to provide recommendations. • Provides support for the operations at the Administrative Office Building. • Assists Vice President and Directors on the 5-year capital budget plan. • Maintains an updated portfolio of assets to be maintained by Facilities maintenance. • 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. Pay Range: $76,200 - $100,000 Education Requirement High School or GED required. Bachelor’s degree in industrial engineering, technology, manufacturing, or construction preferred. Years & Experience Required Minimum of eight (8) years progressive experience in facilities maintenance with project management, emergency management and services contracts. Extensive knowledge of Facilities Management Knowledge & Skills Required Strong human relations and communications (verbal/written) skills. General knowledge of assets management, service contracting, budget preparation, facility audits and execution tracking. Requires a valid State of Texas Drivers’ License. Strong background in Excel. 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.

Manage daily operations and development of METRO's On-Demand Services including staff supervision, contractor performance, customer service, technology implementation, and compliance with safety and regulatory standards. | Minimum 8 years progressive transportation service planning and operations experience with 4 years supervisory experience, strong interpersonal and organizational skills, knowledge of automated scheduling and dispatch systems, and adherence to local, state, and federal regulations. | Basic Function Manages the daily operations and development of METRO’s On-Demand Services, Curb2Curb. Oversees curb2curb customer service, dispatch, scheduling, and the use of app-based transit software solutions. Directs and develops all initiatives designed to improve the quality and efficiency of services offered by METRO’s On-Demand Services. Collaborates with other METRO departments to ensure delivery of safe, reliable, on-time services throughout the METRO region. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures. Responsibilities and Specific Duties • Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g. training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved. • Responsible for the daily operations and development of METRO’s curb2curb and staff members, including, Service Monitors, Dispatchers, and Customer Care Representatives. • Responsible for controlling and monitoring the performance of curb2curb contractors. • Responds to customer comments and concerns with professionalism and urgency to ensure a positive rider experience. • Collaborates with departments across the agency to track, promote, and shape customized services for safe and efficient transit options throughout the region. • Oversees operational workflows, staff scheduling, performance evaluations, and professional development initiatives to support team success. • Supports the review and implementation of new technology and operational processes aimed at improving service delivery and operational efficiency. • Oversees the optimization routing of daily scheduled curb2curb, reservation and subscription trips and computerized dispatching of those trips. Conducts evaluation of computerized systems and manages designs modifications or enhancements. • Supports customer education and outreach efforts to promote curb2curb offerings and assist with system adoption, especially during service changes or technology rollouts. • Contributes to policy development, SOPs, and internal guidance documents to ensure consistent operational execution and alignment with agency-wide standards • Provides support in the preparation of data/statistics for yearly National Transit Database (NTD) Reporting and Federal Transit Administration (FTA) requirements. • Provides and shares knowledge and expertise throughout the transit industry to improve services in other areas and enhances METRO’s standing within the transit industry. • Participates in community meetings and present to community members, company executives, and METRO’s Board of Directors. • Assists in the preparation and update of the annual curb2curb Services budget. • 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.  Pay Range: $85,300 - $112,000 Education Requirement High School or GED required. Bachelor’s degree in Business Administration, Public Administration of related field preferred. Years & Experience Required Minimum eight (8) years progressive experience in the planning and operations of transportation services to include four (4) years of supervisory/management experience. Knowledge & Skills Required Strong interpersonal and communication skills. Good decision making and organizational skills. Working knowledge of automated reservation, scheduling, dispatch and app-based solution system. Microsoft Office Suite (Word, Excel, PowerPoint). Demonstrable experience in an environment with adherence to local, state and federal regulations. 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.