METROLift Micro Transit Dispatcher

Metropolitan Transit Authority of Harris County; Houston (TX); On-site; USD 48,000 - 64,000; Full time

Job summary

A leading transportation authority is seeking a dedicated individual to oversee METROLift and curb2curb service delivery in Houston. This role requires strong communication skills and experience in customer service, ensuring safety and efficiency in operations while managing a team of drivers and supervisors. The position offers a competitive salary and the opportunity to contribute to the community's transit services.

Qualifications

• At least three years in customer service or call center roles.
• Experience in fleet dispatching or paratransit scheduling preferred.
• Familiarity with dispatch systems and radio communication procedures.

Responsibilities

• Oversees service delivery for METROLift and curb2curb.
• Utilizes dispatching and tracking systems to monitor operations.
• Handles customer calls and manages patron crisis situations.

Skills

Communication

Decision Making

Computer Literacy

Education

High school diploma or GED

Tools

Dispatch systems

Radio communication

Vehicle locator systems

Job description

Select how often (in days) to receive an alert:

Oversees on-time, safe METROLift and METRO’s curb2curb service delivery, including directing drivers, street supervisors, and maintenance personnel to ensure prompt and efficient service. Uses a PC-based dispatch system, Micro Transit On-Demand software, radio, and vehicle location systems to monitor disabled patron pickups and document schedule changes. Reviews schedules and trip data to make routing decisions, handling multiple data inputs such as driver radio communications, patron interactions, and time pressures, while maintaining safety and compliance.

Responsibilities and Specific Duties

• Oversees service delivery for METROLift and curb2curb, ensuring safety and promptness.
• Utilizes dispatching and tracking systems to monitor service operations.
• Monitors curb2curb zones and the Same Day Trip Program.
• Coordinates alternative vehicle resources to prevent service disruptions and financial loss, communicating with drivers, supervisors, and contractors.
• Contacts drivers for schedule updates, reviewing and adjusting trips to maintain on-time performance.
• Processes trip assignment changes based on patron lateness or early requests.
• Handles customer calls, verifies trip info, cancels trips, and provides service updates, documenting interactions.
• Provides excellent customer service and manages patron crisis calls, initiating corrective actions as needed.
• Receives driver input on trip changes and monitors street issues to prevent delays.
• Reports driver misconduct, vehicle breakdowns, accidents, and road calls to appropriate staff.
• Supports safety policies and promotes safety awareness in daily routines.
• Performs additional duties as assigned.

Pay Range: $48,400 - $63,600

Education Requirement

High school diploma or GED required.

Experience Requirements

At least three (3) years in customer service or call center roles; experience in fleet dispatching or paratransit scheduling preferred. Familiarity with dispatch systems, radio, and vehicle locator systems is advantageous.

Knowledge & Skills

Understanding of Houston street system, radio communication procedures, and good communication and decision-making skills. Computer literacy required.

Additional Information

METRO enforces a zero-tolerance drug and alcohol policy, with required testing for all employees, including safety-sensitive roles, in accordance with DOT and FTA regulations. Equal opportunity employment is provided to all qualified applicants regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.