Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
SENIOR CUSTOMER CARE REPRESENTATIVE
Pay Grade B12
Basic Function
| Under close supervision, operates the agency’s computerized telephone system to receive and direct internal and external calls at Gateway and assist walk-in customers in the Customer Relations lobby area on the Plaza. |
Classification Characteristics
| Differs from the Lead Customer Care Representative in that this position is full time and provides training and support to the Customer Care Representative P/T, which is part time, and does not exercise lead authority over the Customer Relations Lobby area or Schedule Room functions. |
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
- Utilizes computerized agency Centrex telephone system to receive and direct internal and external calls
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Greets and assists customers in the Customer Relations lobby area regarding their various inquiries
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Provides training and support to Customer Care Representative(s) P/T
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Notifies appropriate management staff to assist over-the-counter customers, as required
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Ensures customers are being assisted in a timely and professional manner
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Tracks customer pedestrian flow in the lobby area and submits information for monthly department reporting
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Assists with processing of bulk orders shipments
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Maintains racks of timetables on the counter
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Assists in sorting incoming mail and forwards accordingly
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Maintains logs and reports for monthly departmental reporting, as requested
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Maintains and updates files for schools, libraries, and other outside transit agencies to facilitate the processing bulk mail requests
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Performs other related duties as necessary
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Adheres to safety rules, regulations, policies and procedures to ensure the well-being of Metro customers, employees and business partners
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Contributes to ensuring that the EEO policies and programs of Metro are carried out
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Essential Knowledge and Abilities
Knowledge of:
- Principles of business and telephone etiquette
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General office practices and procedures
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Computers, required Microsoft software applications, and other office related equipment
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Ability to:
- Understand and follow oral and written instructions and procedures
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Communicate effectively with others over the phone and in person
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Convey information clearly, accurately, quickly, and courteously over the telephone to the public
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Deal tactfully and effectively with the public and other departmental personnel
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Respond appropriately and in a timely manner to inquiries and requests for information or assistance
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Input data at 25 net words per minute
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Read, write, speak, and understand English
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Lift 25 pounds
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Minimum Qualifications
Potential candidates interested in the SENIOR CUSTOMER CARE REPRESENTATIVE position MUST meet
the following requirements:
- 3 years’ experience performing clerical office duties and providing customer service in person or over the telephone
|
Special Conditions
- Ability to understand and speak a language other than English may be required for some positions
- Required training for approximately 2-3 weeks
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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 8:52:21 AM
Date Last Revised: 3/3/2017 8:52:21 AM
TCU: 0661C