Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
SERVICE REPRESENTATIVE
Pay Grade B48
Basic Function
| Under moderate supervision, monitors the entire station and provides customer information. |
Classification Characteristics
| Differs from Supervising Service Representative in that Service Representative monitors the entire station to ensure facilities, bus service, and customer relations standards are being met and customer information is current, adequate, timely, and available while the supervising service Representative trains and monitors the work of Service Representatives. |
Supervised by: Director, Transportation Operations
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
- Assigns and monitors assigned station to ensure facilities, bus service, and customer relations standards are met
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Prepares daily and weekly reports documenting station conditions, bus service, ridership, and customer service responses
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Meets weekly with division management and security staff to review and discuss station service
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Provides customer information and/or directs customers to appropriate information source
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Ensures customer information is current, adequate, timely, and available
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Operates intercom equipment to announce buses, berth locations, routes, and destinations, and to assign incoming buses to appropriate berths
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Coordinates with local transit providers to ensure coordination of services
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Ensures all required public information is correct, accessible, and posted in the correct location
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Provides customers with information to assist them in filing a complaint, locate lost and found items, and obtain information about other Metro and Muni services
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Teams with Metro staff to develop and update emergency response plans
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Coordinates and responds to emergencies by utilizing an Emergency Site Plan and Standard Operating Procedures
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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:
- Metro scheduling and operating procedures
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Complex recordkeeping
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Ability to:
- Read, understand, and interpret bus schedules, paddles and summaries
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Learn all bus types, routes, and schedules for assigned operating divisions
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Write legibly
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Maintain accurate records
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Proofread work and identify errors
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Establish and maintain effective working relationships
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Follow oral and written communications
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Read, write, speak, and understand English
|
Minimum Qualifications
Potential candidates interested in the SERVICE REPRESENTATIVE position MUST meet
the following requirements:
- 2 years’ experience performing customer service duties
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Special Conditions
- Must successfully complete an on-the-job training program to qualify for these positions
|
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: 5/15/1995
Date Last Revised: 3/5/2013
TCU: 0957A