Los Angeles County Metropolitan Transportation Authority

Job Classification Specification

PASSENGER RELATIONS REPRESENTATIVE
Pay Grade B14

Basic Function
Under moderate supervision, responds to telephone and walk-in inquires and complaints regarding Metro services.

Classification Characteristics
Differs from Information Clerk in that the Passenger Relations Representative responds to customer inquiries, commendations and complaints, while the Information Clerk provides bus information through the use of computerized telephone equipment.

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:

Examples of Duties
  • Receives telephone and in-person input from Metro customers and the general public regarding transit operations and other transportation-related issues
  • Elicits detailed information in a courteous and tactful manner and skillfully evaluates statements and chooses appropriate verbal responses in accordance with Metro policies, procedures, and operational directives
  • Composes and types brief, detailed narrative reports based on customer/public input and codes, categorizes, and enters them into a computerized tracking system
  • Receives selected customer/public letters or e-mails from professional staff; accurately interprets the customer’s comments; and summarizes, codes, categorizes and enters them into a computerized tracking system
  • Contributes to ensuring that the EEO policies and programs of Metro are carried out

Essential Knowledge and Abilities

Knowledge of:

  • Telephone etiquette, computer skills and general office practices and procedures
  • Correct English grammar, spelling, and punctuation
  • Published transit timetables, maps, routes, fares, and schedules

Ability to:
  • Respond appropriately and communicate effectively with public
  • Operate a computer terminal and enter reports into a computerized tracking system
  • Type 30 words per minute
  • Understand and explain information about bus routes, tariffs, transfer polices and resolution, and advise patrons on Metro policies
  • Deal tactfully and effectively with the public and other departmental personnel in frequently stressful circumstances
  • Listen to and compose brief and accurate reports based on passenger statements using proper English, spelling, grammar, and punctuation
  • Proofread work experience for completeness and accuracy

Minimum Qualifications
Potential candidates interested in the PASSENGER RELATIONS REPRESENTATIVE position MUST meet the following requirements:

  • 1 year of experience within the last two years performing customer service duties face-to-face or over the telephone

Special Conditions
  • Ability to understand and speak a language other than English may be required at times

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: 5/3/1995
Date Last Revised: 10/15/2013 11:46:24 AM
TCU: 0924A