Provides supervision, training, and coaching to subordinates in the Regional TAP (Transit Access Pass) Service Center responsible for assisting TAP card users with information and investigates, summarizes, and resolves any issues and problems related to TAP programs and services.
May be required to perform other related job duties
Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)
Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:
Associate's degree in Public Relations, Marketing, Communications, or a related field
Two years of relevant customer service experience in a high volume/activity customer contact center using customer relationship management systems and processing credit card payments; one year of relevant experience in a supervisory, senior, or lead capacity in the Regional TAP Service Center OR two years of relevant experience in a supervisory, senior, or lead capacity in an internal or external customer support function; experience with Microsoft Office suite applications and building web pages preferred; experience in public transit related field preferred
Valid California Class C Driver License
Work weekends and nights as required
The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.
Typical office situation
Close exposure to computer monitors and video screen
Exposure to physical and verbal abuse by clients/customers and/or general public
Physical Effort Required
Sitting at a desk or table
Operate a telephone or other telecommunications device and communicate through the medium
Type and use a keyboard and mouse to perform necessary computer-based functions
Communicating through speech in the English language required
DisclaimerThis job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.