Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
CONTACT CENTER SPECIALIST
Pay Grade B04
Basic Function
| Under close supervision, operates telephonic and computerized information equipment to assist customers with requested public transit information. |
Classification Characteristics
Supervised by: Manager, Communications; Customer Information Supervisor
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 telephone equipment to receive and respond to calls, emails and chats and for performance measurement
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Operates network computer, trip planning system workforce optimization and other software applications
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Receives and responds to inquiries from patrons regarding routes, schedules, fares and other general information
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Provides computerized information for Metro and other transit properties
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Uses maps, reference books and additional resources to determine walking instructions, detour, and other information when required
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Informs patrons of frequency of service, required transfer points, proper fares, and transfer fees, and other service related information
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Performs other related duties
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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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Microsoft Office Suite
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Ability to:
- Multitask in a fast paced work environment
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Display exceptional organizational and problem solving skills
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Exhibit excellent interpersonal, oral and written communication skills
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Ask probing questions, understand customer needs and complete transactions efficiently
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Follow oral and written instructions
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Understand and relay complex information using computer terminals, maps, and other sources of reference
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Convey information clearly, accurately, quickly, and courteously to the public
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Deal tactfully and effectively with the public and other departmental personnel
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Respond appropriately to inquiries and requests for information
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Type with accuracy at 35 net words per minute
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Read, write, speak, and understand English
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Minimum Qualifications
Potential candidates interested in the CONTACT CENTER SPECIALIST position MUST meet
the following requirements:
- 2 years recent experience working in a high volume Call Center assisting customers by phone performed during the last five years
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One year of experience performing customer service duties face-to-face or over the telephone with experience performing office clerical duties and demonstrated computer skills
- Experience assisting customers using email or chat is desirable
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Familiarity with transit, including public timetables, maps, and the ability to communicate geographical information is preferred
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Special Conditions
- Ability to understand and speak a language other than English may be required for some positions
- Required training is 40 hours per week for approximately 4 to 6 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: 2/15/2017 11:00:23 AM
Date Last Revised: 3/6/2017
TCU: 0660C