Los Angeles County Metropolitan Transportation Authority
Job Classification Specification
CUSTOMER CARE REPRESENTATIVE P/T
Pay Grade BA3
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 Plaza. |
Classification Characteristics
| The Customer Care Representative P/T differs from the Senior Customer Care Representative (F/T) in that the Customer Care Representative P/T works 15 - 28 hours per work week while the Senior Customer Care Representative F/T works a minimum of forty (40) hours per work week and performs other duties. |
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 customer calls
- Greets and assists customers in the Customer Relations lobby area and responds to various customer inquiries
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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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Assists with the processing of bulk order shipments
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Maintains timetable racks in the lobby and on the counter
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Assists with the sorting of incoming mail and forwards accordingly
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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 and use of 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 face-to-face
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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 20 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 CUSTOMER CARE REPRESENTATIVE P/T position MUST meet
the following requirements:
- 1 year of experience performing clerical office duties and providing customer service duties in person or over the telephone
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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 2-3 weeks, once training is complete, employee will work a part time schedule
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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 8:41:29 AM
Date Last Revised: 3/3/2017 8:41:29 AM
TCU: 0664C