Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
TAP INFORMATION AGENT
Pay Grade B62
Basic Function
| Under moderate supervision, responds to customers regarding Transit Access Pass (TAP) inquiries and records customer comments and complaints using designated computer systems. |
Classification Characteristics
Supervised by: Manager, Tap Information
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
- Responds to customer inquiries regarding TAP services
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Disseminates TAP information for participating agencies including Metro, Foothill Transit, and other associated agencies
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Utilizes computer system to organize and process customer comments and complaints
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Drafts succinct and accurate accounts of customer comments utilizing proper English, precise spelling and grammar, and correct punctuation
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Operates TransiTrack, calculator, fax machine, personal computer and other equipment
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Assists with customer refund processing and correspondence dispensation
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Performs other related duties as necessary
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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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TAP products and services
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General office practices and procedures
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Correct English grammar, spelling, and punctuation
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Proper techniques for handling credit card transactions and accurate record keeping
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Basic math skills
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Public transit systems
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Ability to:
- Understand and follow oral and written instructions and procedures
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Communicate effectively and interact with the public and others in a courteous, professional manner, particularly when under duress or encountering an upset patron
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Understand and convey intricate information using complex systems and other assorted reference materials
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Distribute information by telephone in a clear, concise, accurate, and tactful manner
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Type 30 words per minute
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Read, write, speak, and understand English
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Minimum Qualifications
Potential candidates interested in the TAP INFORMATION AGENT position MUST meet
the following requirements:
- 2 years of experience working in a Call Center environment performing customer service and clerical office duties
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Special Conditions
- Ability to understand and speak a language other than English may be required for some positions
- Must be able to work various hours with various days off
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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: 10/11/2013 3:09:47 PM
Date Last Revised: 10/30/2013
TCU: 0725C