Los Angeles County Metropolitan Transportation Authority

Job Classification Specification

Pay Grade B62

Basic Function
Under moderate supervision, responds to customers regarding Bike Program inquiries and records customer comments and complaints using designated computer systems.

Classification Characteristics

Supervised by: Manager, Tap Information


FLSA: Non-Exempt

Work Environment
In order to achieve Metro’s goals in support of its mission, potential candidates are required to commit and continuously practice and demonstrate the following work values:

Examples of Duties
  • Responds to inquiries and disseminates information related to Bike
  • Programs, including bike locker rentals, referrals to other Metro bike parking options, programs, and activities in support of biking initiatives
  • Assists customers with Metro Bike Locker website navigation
  • Receives phone calls and email; responds to inquiries on the availability of lockers, pricing, and payments
  • Verifies executed locker agreements on website and mails keys to customers
  • Maintains customer locker website database and Excel spreadsheets to ensure accuracy of customer accounts and status of transactions, including new rentals, renewals, waitlists, overdue accounts, cancellations, comments, service requests, and complaints
  • Generates and sends email correspondence to customers regarding locker payment renewal and delinquency, as well as intermittent concerns as warranted
  • Obtains locker keys from non-renewing locker customers, and initiates and tracks refunds
  • Confirms and records locker payments and security deposits through CashPro, UltraCart and Metro Accounts Payable
  • Responds to customer issues including inoperable key, locker damage, vandalism, break-in, etc
  • Coordinates with Metro Facilities Maintenance, Key Shop, and/or Bike Programs Planning to address and remedy locker issues
  • Arranges inspection of lockers on a rotating cycle to evaluate compliance of locker use guidelines and need for service
  • Coordinates and strategizes with Bike Programs Planning on operational improvements and changes
  • Complies with all of Metro's safety rules, policies, and procedures
  • Contributes to ensuring that the EEO policies and programs of Metro are carried out

Essential Knowledge and Abilities

Knowledge of:

  • Principles of business and telephone etiquette
  • Customer service skills
  • General office practices and procedures
  • Microsoft Outlook, Word, and Excel
  • Web browsers such as Microsoft Internet Explorer and Google Chrome
  • Customer management systems (CMS)
  • Correct English grammar, spelling, and punctuation
  • Proper techniques for handling credit card transactions and confidential information (PCI Compliance)
  • Basic math skills

Ability to:
  • Understand and follow oral and written instructions and procedures
  • Communicate and interact effectively with the public and others in a courteous, professional manner at all times including sometimes stressful situations
  • Respond to inquiries and requests for information via telephone and email in a clear, concise, accurate, and tactful manner
  • Operate a personal computer and peripherals, calculator, and fax
  • Use a computer to navigate spreadsheets, and networked and web-based customer management systems to input, update and retrieve information
  • Maintain accurate records and prepare reports of customer transactions
  • Type 30 words per minute
  • Read, write, speak, and understand English

Minimum Qualifications
Potential candidates interested in the BIKE PROGRAMS CUSTOMER CARE AGENT position MUST meet the following requirements:

  • 2 years’ experience working in a customer service environment performing in-person public contact, or call center customer contact related to transit, retail or financial activities and clerical office duties
  • 1 year of experience entering, updating, and retrieving information and reports in a database system such as a customer management system (CMS)

Special Conditions
  • Ability to understand and speak a language other than English may be required for some positions
  • Must be able to work various hours with various days off

This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.

Date Originally Created: 8/29/2016 2:47:26 PM
Date Last Revised: 8/29/2016 2:47:26 PM
TCU: 0659C