Start a new career with Metropolitan Council while working from home at your convenient. This remote job opportunity in 2023 is open to all qualified candidates.
The Metropolitan Council is the regional policy-making body, planning agency, and provider of essential services for the Twin Cities metropolitan region. Metropolitan Council provides transit services for people with disabilities who can’t use regular-route transit service. Transit providers are under contract with the Council to provide the service. The Council staffs and manages the Metro Mobility Service Center, which evaluates and certifies applications for Americans with Disabilities Act (ADA) eligibility, provides customer service support, and manages the overall program.
Job Title: Customer Service Specialist
Salary: $57,429 – $86,694 a year
Location: Work From Home
Full Job Description
The Customer Services Specialist serves as the primary contact for Metro Mobility program inquiries, the application process, and the Americans with Disabilities Act (ADA) eligibility information. The CSS answers the incoming phone and TTY calls, documents, investigates, and responds to customer complaints, processes customer standing orders and change requests, and inventories and orders office supplies. The CSS also ensures client compliance with the Metro Mobility “no show” policy, maintains “no show” files, emails warning and suspension letters, and mediates disputes. Additionally, this person will photograph clients and create Metro Mobility photo IDs, open and process mail, and prepare and distribute mailings. Accurate, timely, professional, and courteous customer service is critical when performing the duties of this position.
Starting Salary Range: $27.61 hourly / $57,429 annually to
$31.33 / hourly / $65,166 annually
Full Salary Range: $27.61 hourly / $$57,429 annually to
$41.68 hourly / $86,694 annually
What you would do in this job
- Answers incoming phone (100+ daily) and TTY calls.
- Document, investigates, and responds to customer complaints.
- Processes customers standing orders and change requests.
- Ensures client compliance with Metro Mobility’s “no show” policy, maintains “no show” files, emails warning and suspension letters, and mediates disputes.
- Open and process mail and prepare and distribute mailings.
- Inventory and order office supplies.
- Administers the Assured Ride Home program.
- Prepares and scans incoming applications for electronic filing.
What education and experience are required for this job (minimum qualifications)
Experience and Education:
- High School Diploma or equivalent.
- 4 years of full-time customer service (some experience with working with customers with disabilities and the knowledge of the Americans with Disabilities Act is desired).
- Basic knowledge of Microsoft Office computer programs is required.
What additional skills and experience would be helpful in this job (desired qualifications):
- Four (4) years of full-time customer service (some experience with working with customers with disabilities and knowledge of the Americans with Disabilities Act is desired
- Fluent in American Sign Language (ASL)
- Fluent in another language (Spanish or Hmong preferred)
What knowledge, skills, and abilities you should have:
- Knowledge of Americans with Disabilities Act (ADA).
- Knowledge of customer relations and skills and abilities to use public transportation.
- Basic knowledge of Microsoft Office Applications and the ability to navigate in the Internet.
- Skills in providing effective, accurate, courteous, and professional customer service under stressful conditions and for a diverse group of individuals.
- Skilled in organization and managing multiple tasks.
- Skilled in solving problems and taking an initiative to resolve a problem in a timely manner.
- Detailed oriented and able to enter data accurately.
- Ability to manage a large volume of phone inquiries.
- Ability to interact with the public and specifically with people with disabilities.
- Ability to effectively gather and exchange information in both oral and written communications with proper grammar, spelling, and punctuation.
- Ability to demonstrate good people skills (good listening, patience, and compassion) while communicating with customers.
What you can expect from us:
- We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
- We encourage our employees to develop their skills through on-site training and tuition reimbursement.
- We provide a competitive salary, excellent benefits, and a good work/life balance.
Union: AFSCME Grade D
FLSA Status: Non-exempt
Safety Sensitive: No
What steps the recruitment process involves:
- We review your minimum qualifications.
- We rate your education and experience.
- We conduct a structured panel interview.
- We conduct a selection interview.
If you are new to the Metropolitan Council, you must pass a drug test and a background check, which verifies education and employment, and covers your driving record (if applicable to the job) and any criminal record. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
If you are already an employee of the Metropolitan Council, you must pass a criminal background check if the job you’re applying for is safety-sensitive, is a supervisory or management job, is in the Finance, Information Services, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards.
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