Los Angeles County Metropolitan Transportation Authority

Job Specification




Pay Grade
M04 ($33,280.00 - $33,280.00 - $33,280.00)
Job Summary

Assists passengers throughout the Metro system while leading Special Events Assistants by assigning work and providing training.


Duties and Responsibilities
  • Represents Metro at key station locations and transfer points, providing a visible presence of professional customer service

  • Provides assistance to patrons who have problems with direction, ticket vending machines, locating lost articles, or purchase and use of tickets, passes, and other materials related to Metro rail services

  • Documents customer complaints, inquiries, problems, or concerns, and personal observations

  • Reports crimes in progress to appropriate law enforcement agencies for action

  • Assists supervisory personnel when necessary during emergency situations

  • Provides assistance to large groups and passengers with special needs

  • May assist in the promotional preparation, presentation, and distribution of materials during Metro commuter fairs or community and special events

  • Leads employees by assigning work and providing training

  • Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

May be required to perform other related job duties

Essential Knowledge, Skills and Abilities

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

  • Basic principles of customer service

  • Safety precautions and procedures

  • Customer touchpoints


Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

  • Basic functionality of Smart Phones and Tablets

  • Communicating effectively with the public and Metro staff

  • Exercising sound judgment in emergency situations

  • Interacting professionally with various levels of Metro employees and outside representatives


Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

  • Respond to inquiries and routine complaints regarding fares, frequency of service or schedules, transfers, and other Metro bus and rail related services and operations

  • Deal tactfully and effectively with the public, law enforcement, aMetro staff and other agencies in frequently stressful situations     

  • Represent Metro before the public

  • Understand and follow instructions and apply procedures

  • Assist customers with unique understanding of how to buy fares via customer touchpoints

  • Demonstrate knowledge of regional TAP products Direct customers in usage of TAP vending machines, turnstiles, fareboxes and other TAP validators

  • Record observations and provide daily written assessments and perform leader responsibilities

  • Distribute TAP cards and TAP literature at events and explain processes and systems

  • Read, write, speak, and understand English

Minimum Qualifications

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:



  • None Required



  • Must be a current student of the Transportation Communications Union (TCU) School or 6 months of experience performing customer service duties


Certifications/Licenses/Special Requirements

  • A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions

Special Conditions

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.


Working Conditions

  • High noise environment

  • Exposure to moving machinery and/or vehicles

  • Exposure to outdoor weather including extreme heat, cold, dampness and/or humidity

  • Work irregular hours, split shifts, weekends, holidays, or 24-hour-a-day on-call assignments

  • Work after designated regular hours in case of special assignments or emergencies

  • Local travel

Physical Effort Required

  • Standing

  • Walking (distance 5’ to 100’)

  • Light lifting or carrying 25 lbs. or less

Communicating through speech in the English language required



Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised

This classification is at-will and the incumbent serves at the pleasure of the hiring authority.

This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.