Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
TAP ANNUAL PASS PROGRAM AGENT
Pay Grade B62
Basic Function
| Under moderate supervision, inputs and processes Employer Annual Pass Program (EAPP) data related to the sale and renewal of the Annual Pass and other Metro Commute Services programs such as Employer Pass Program (E-Pass), Universal Pass Program (U-Pass) and Metro’s Pop-Up Shop. |
Classification Characteristics
| Differs from TAP Customer Service Agent in that TAP Annual Pass Program Agent conducts order processing for annual employer programs and other annual programs while the TAP Customer Service Agents conduct order processing of individual or monthly sales. |
Supervised by: Director, Metro Commute Services; Manager, Tap Annual Pass Program; Manager, 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
- Receives calls and emails and provides customer care for TAP Annual Pass Programs
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Inputs data into a data management system and crops and uploads pictures and related information into a master spreadsheet or database
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Responds to customer inquiries regarding TAP annual pass products and services
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Ensures orders and transactions are completed accurately
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Coordinates and processes new cards, additions, deletions and replacement cards for TAP Annual Pass Programs
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Maintains, updates and reviews customer TAP annual pass accounts
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Processes payments for TAP annual pass fare media purchases and replacement card fees
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Prepares reports to document lost and stolen TAP annual pass cards
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Conducts TAP annual pass cardholder hot listing and maintains hot list records
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Utilizes TAP system programs for TAP annual cardholder research and transactions
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Mails TAP annual pass cards to customers
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Creates TAP annual pass card orders for fulfillment by TAP card vendor
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Complies with all of Metro's safety rules, policies, and procedures
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Contributes to ensuring that the EEO policies and programs of Metro are carried out
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Troubleshoot customer service issues pertaining Universal Pass Program (U-Pass) and Employer Pass Program (E-Pass) and other related duties
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May assist with Metro-Pop-Up Shop sales, merchandising, inventory count, set-up and break-down of Pop-Up Shop events and other related duties
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Essential Knowledge and Abilities
Knowledge of:
- General office practices and procedures
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Basic principles of customer service and good telephone/customer care skills
- Proper techniques for credit card handling, fare media handling and record keeping
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Basic math
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General computer skills
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Ability to:
- Follow oral and written instructions
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Communicate effectively with others
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Provide good customer service skills and telephone etiquette
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Operate a calculator, fax machine, credit card machine, TAP Compact Point of Sale equipment, telephone equipment, Saleforce and Netfare systems, and personal computer
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Utilize a headset and computer terminal to navigate through multiple systems to input and retrieve information
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Enter data quickly and accurately
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Type 35 net words per minute
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Respond tactfully to coworkers, the public, employers, and other departmental personnel in frequently stressful circumstances
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Respond appropriately to inquiries and requests for information
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Maintain accurate records and prepare reports of cash and merchandise transactions
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Work fluently with Excel spreadsheets
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Lift and move objects weighing up to 40 lbs
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Input and update data accurately in a database Read, write, speak, and understand English
|
Minimum Qualifications
Potential candidates interested in the TAP ANNUAL PASS PROGRAM AGENT position MUST meet
the following requirements:
- 2 years' experience working in a customer service environment performing functions in at least two of the following areas: in-person public contact, cash handling, and/ or office/ retail clerical work
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Valid California Class C driver's license
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Special Conditions
- Personally accountable for assigned fare media and use of TAP sales equipment
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Subject to periodic, unannounced audits of sales transactions and sales records
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May be required to communicate orally and in writing in a language other than English for some assignments
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May be required to operate a company vehicle
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Must utilize all required safety equipment
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Must wear Metro issued uniform
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New employees must successfully complete a training program at one or more of Metro's TAP annual pass Service and Sales work locations
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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: 2/18/2014 4:20:04 PM
Date Last Revised: 7/17/2019 2:52:55 PM
TCU: 0706A