Human Resources - Job Classification Specification

Los Angeles County Metropolitan Transportation Authority

Job Classification Specification

LEAD CUSTOMER CARE REPRESENTATIVE
Pay Grade BC1

Basic Function

Under moderate supervision, trains and provides oversight to Customer Relations lobby area and Schedule Room functions.

Classification Characteristics

Differs from the Senior Customer Care Representative and Customer Care Representative P/T positions in that the Lead Customer Care Representative and exercises lead authority over the entire Customer Relations lobby function, provides training for Senior Customer Care Representative, and oversees all Schedule Room activities. Is responsible for training new employees and assisting/guiding employees in the performance of their work duties under the supervision of his/her immediate supervisor with whom he/she shall consult in all matters affecting such work.

Supervised by: Manager, Customer Communications

Supervises:

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:

Safety – To ensure that our employees, passengers and the general public’s safety is always our first consideration.
Service Excellence – To provide safe, clean, reliable, on-time, courteous service for our clients and customers.
Workforce Development – To make Metro a learning organization that attracts, develops, motivates and retains a world-class workforce.
Accountability for Performance and Fiscal Responsibility – To manage every taxpayer and customer-generated dollar as if it were coming from our own pocket and ensure the highest possible return on investment.
Innovation and Technology – To actively participate in identifying best practices for continuous improvement.
Sustainability – To reduce, reuse and recycle all internal resources and reduce green-house gas emissions.
Integrity – To rely on the professional ethics and honesty of every Metro employee.
Teamwork – To actively blend our individual talents to achieve world-class performance and service.
Civil Rights – To actively promote compliance with all civil rights statutes, regulations and policies.
Community – To actively engage with the Community as it relates to Metro interest/services.

Examples of Duties

Provides and ensures training to new and returning Customer Care Representative Staff on all tasks related to the Customer Relations lobby function
Monitors and assists with escalated activities or requests involving walk-in lobby customers
Accepts walk-in complaints and distributes to Lead Passenger Relations Representative for input into CCATS (Customer Complaint Analysis Tracking System)
Coordinates information related to bi-annual “Shake-up” with various departments
Responds to various types of over-the-counter customer inquiries, as required
Coordinates all Schedule Room functions/activities
Sorts incoming mail and forwards accordingly
Replenishes timetable racks in main and Customer Relations lobbies
Manages and coordinates storage materials, brochures, and related information in cage for distribution by the department
Processes shipping and bulk mail orders
Generates and compiles various performance reports for management
Operates Centrex
Assists management and performs other related duties, as requested
Assists with work flow and provides guidance to TCU staff on the Plaza Level as directed by management
Performs data entry tasks using Microsoft Office and other applications
Adheres to safety rules, regulations, policies, and procedures to ensure the wellbeing of Metro customers, employees, and business partners
Contributes to ensuring that the EEO policies and programs of Metro are carried out

Essential Knowledge and Abilities

Knowledge of:

Principles and practices of customer relations and telephone etiquette
Leadership and training techniques
Functions and operations of department telephone, computer terminals, and other peripheral equipment
General office practices and computer applications, including Microsoft Office

Ability to:

Understand and follow oral and written instructions and procedures
Communicate effectively with others
Convey information clearly, accurately and courteously over the telephone or face-to-face
Listen and respond appropriately to inquiries and complaints
Deal tactfully and professionally with the general public and other departmental personnel
Input data at 30 net words per minute
Read, write, speak, and understand English
Lift 25 pounds

Minimum Qualifications
Potential candidates interested in the LEAD CUSTOMER CARE REPRESENTATIVE position MUST meet the following requirements:

4 years’ full time (40 hours/week) experience performing customer service duties face-to-face or over the telephone with 3 years’ experience performing office, clerical, and training duties OR
4 years’ full time (40 hours/week) Metro experience performing Passenger Relations or Customer Information work in Customer Relations

Special Conditions

None

Disclaimer
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: 3/3/2017 9:02:00 AM
Date Last Revised: 3/3/2017 9:02:00 AM
TCU: 0663C