26 Capmetro Customer Service Representative Jobs Hiring Near You

WHO WE'RE LOOKING FOR
The Program Manager, MetroBike is responsible for the overall success of CapMetro's wide range of bicycle programming efforts and reports to the Manager of Cross-Agency Transit & Mobility Programs. The primary assignment for this position is to manage CapMetro's bikeshare program. This position is responsible for owning the end-to-end planning, agency policymaking, oversight, deployment, expansion, promotion, execution, operation, maintenance and coordination of CapMetro's Bikeshare program. This position provides oversight and reporting on the Bikeshare program. This position is also responsible for cultivating, growing, and managing internal and external partnerships and relationships to support customer satisfaction with bicycle accommodation for transit services. This may include but is not limited to the provision of safe and secure bicycle parking and storage at CapMetro owned properties, transit stops, or stations and on CapMetro revenue and non-revenue vehicles. The Program Manager will be CapMetro's primary contact for the CapMetro's Bikeshare Operations and Planning Committee as defined in the Interlocal Cooperation Agreement between CapMetro and the City of Austin.
Responsibilities
WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.
Program Leadership & Coordination
• Serve as CapMetro's primary coordinator for bicycle initiatives, with a principal focus on the Bikeshare program, collaborating with internal departments and external partners.
Planning, Policy & Program Development
• Develop, implement, maintain, and update Bikeshare-related plans, policies, and procedures, including system development and deployment plans, service area plans, and long-range capital improvement plans.
Operations Oversight & Interagency Collaboration
• Under the direction of the Manager of Cross-Agency Transit & Mobility Programs, collaborate with the City of Austin Transportation Department and CapMetro's Bikeshare Operations team to oversee system operations, maintenance, asset management, service balancing, system upgrades, special events, and operational and capital budgeting.
Performance Management & Monitoring
• Establish and administer Bikeshare monitoring and oversight plans, including annual oversight plans, monthly performance reporting, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs), encompassing bikeshare and related bicycle parking and storage programs.
Funding & Grants
• Identify grant and funding opportunities for Bikeshare and related bicycle programs; work with CapMetro's grants team, the City of Austin, and partners to develop and submit funding applications.
Technology Integration
• Coordinate with IT and internal and external stakeholders to advance Bikeshare-related technology, enhance the customer user interface, and improve system integration with CapMetro technology platforms.
Customer Service & Issue Resolution
• Respond to abnormal or emergency field situations; troubleshoot operational issues; and investigate, respond to, and resolve customer inquiries and complaints through established processes.
Vendor & Service Provider Coordination
• Initiate and conduct regular meetings with service providers and operations staff to communicate trends, issues, and concerns, and to ensure performance targets and program goals are met.
Research & Continuous Improvement
• Conduct, evaluate, and implement research related to Bikeshare operations, policy, design, and performance to support continuous improvement of the program.
• Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
• Perform other position related duties as required and/or assigned.
Qualifications
WHAT YOU BRING
• Bachelor's degree in Engineering, Planning, Communications, or related field. Additional relevant experience may be substituted on a year-for-year basis for up to four years.
• Eight (8) years of progressively responsible experience in transit, mobility, bikeshare, municipal government, project management or other related field including two (2) years of experience managing employees or projects.
• At least two (2) years of working with interlocal agreements or managing contracts and asset management experience, preferred.
Knowledge, Skills and Abilities
• Ability to coordinate multiple projects at one time and coordinate with a wide range of stakeholders through excellent oral, written, and interpersonal communication skills.
• Ability to motivate others by curating a climate in which employees and partners are driven to succeed.
• Excellent writing, communication, presentation and public speaking skills.
• A high degree of discretion in judgment and ability to negotiate challenging situations that result in consensus while also delivering optimal solutions which result in the most benefit to CapMetro.
• Effective planning and strategic management skills.
• Ability to work flexible hours, evenings, and weekends when necessary.
• Ability to establish and maintain effective working relations with a diverse population.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.
Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.
Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
WORK AUTHORIZATION
Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States.
Mobility Status:
As a Hybrid position, onsite presence is guided by team collaboration needs, customer and front-line team member interactions, and role responsibilities. People leaders will set expectations for onsite presence; however, incumbents are generally encouraged to work 8 to 12 days in office per month. Mobility status is subject to change at any time based on business needs or organizational decisions.
COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY
CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.