Customer Service Specialist - Americans with Disabilities Act (ADA)

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metro Mobility program 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.

Metropolitan Transportation Services (MTS) provides public transit service through contracts or partnerships with counties to deliver six major programs: Metro Mobility/ADA, Transit Link dial-a-ride, Metro Move, Metro micro, contracted regular-route bus service, and Metro Vanpool. MTS also conducts planning for the regional transportation system that includes highways, transit, aviation, freight, and bicycle and pedestrian connections. The Metropolitan Council is the region's federally designated Metropolitan Planning Organization.

How your work would contribute to our organization and the Twin Cities region:

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.

After completing a 6-month probationary period, this position is eligible for a hybrid (both remote and onsite) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.

• Answers incoming phone (100+ daily) and TTY calls.
• Documents, 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.
• Opens and processes mail and prepares and distributes mailings.
• Inventories and orders office supplies
• Administers the Assured Ride Home program.
• Prepares and scans incoming applications for electronic filing.
• Other related duties as assigned.

• High school diploma or equivalent.
• Four years of full-time customer service experience, including some experience working with customers with disabilities.
• Basic experience working with Microsoft Office computer programs.

• Experience with the Americans with Disabilities Act.
• Fluent in American Sign Language (ASL).
• Fluent in another language (Spanish or Hmong preferred).
• Phone-based customer service experience.
• Experience working with diverse populations of internal and external customers.

• 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 the Internet.
• Skilled 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 the 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

More about why you should join us!

Union/Grade: AFSCME / Grade D
FLSA Status: Non-exempt
Safety Sensitive: No

Work Environment:
Work is performed in a standard office setting. Some positions may require travel between the primary work site and other sites. Regular attendance is an essential part of the position.

What steps the recruitment process involves:

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. 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, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.