Customer Service Representative

CapMetro

Customer service representative assisting CapMetro riders with routes, fares, trip planning, and mobile app support. Supporting transit operations and safety as a mission-critical contact center employee.

Posted 8/12/2026full-timeAustin • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with the ability to assist customers effectively via telephone, providing accurate information and guidance related to transportation services. Proficient in utilizing various tools and systems to resolve inquiries and maintain knowledge of regional transportation routes and schedules.

Highest-signal resume keywords

Customer Service ExperienceBilingual English And SpanishKnowledge Of CapMetro Transportation SystemProficiency With Microsoft Office ProductsAbility To Troubleshoot Smartphone Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceProblem-SolvingMap ReadingTravel Direction ProvisionCapMetro Systems Knowledge

Soft Skills

Effective CommunicationProfessionalismCourteousnessEfficiency

Tools & Technologies

ATISOrbCADUmoTransitSalesforceSwiftly NavigationMarketplaceOutlookMS WordInternet Explorer

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Fixed-Route TransportationBusCommuter RailSafety Management Systems

About the role

Key responsibilities & impact

Assist customers by telephone with route and schedule information, trip planning, fares, riding rules, mobile app support, and comments or complaints
Identify customer issues and provide appropriate information, guidance, or referrals
Respond to customer inquiries professionally, courteously, and efficiently
Utilize CapMetro systems and tools, including ATIS, OrbCAD, Umo, Transit, Salesforce, Swiftly Navigation, Marketplace, Outlook, MS Word, Internet Explorer, and the CapMetro website
Maintain comprehensive knowledge of regional roads and fixed-route transportation, including bus and commuter rail
Serve as a mission-critical employee during emergency closures
Support CapMetro’s Safety Management Systems by following safety and security policies and reporting concerns
Perform other assigned duties

Requirements

What you’ll need

High school diploma or GED required
Two years of professional customer service experience, including one year as a Customer Service Representative in a call center, preferred
One year of experience riding the CapMetro transportation system, preferred
Bilingual English and Spanish, preferred
Knowledge of the CapMetro transportation system and regional road and fixed-route transportation, including bus and commuter rail
Ability to read and interpret maps and directions
Ability to provide accurate travel directions
Effective communication by phone, in writing, and in person
Ability to use paper and electronic information sources to resolve customer inquiries
Proficiency with Microsoft Office products
Ability to troubleshoot smartphone applications
Customer service and problem-solving skills
Ability to work shifts including evenings, weekends, and holidays
Ability to stand and sit frequently during an eight-hour period and reach vertically and horizontally
Ability to use telephone or headset equipment
Ability to lift and move materials weighing up to 20 pounds
Ability to work at a computer terminal for 6–8 hours per day
Current authorization to work in the United States; visa sponsorship unavailable

Benefits

Comp & perks

Scheduled lunches, breaks, and time-off
Reasonable accommodation for individuals with disabilities
Full-time employment with occasional mandatory overtime