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Los Angeles County Metropolitan Transportation Authority

Job Specification

LEAD CUSTOMER CARE REPRESENTATIVE

 

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Pay Grade
BC1
Job Summary
Provides courteous service to Metro clients and customers, works to improve customer satisfaction and trains and provides oversight to customer care personnel.
Duties and Responsibilities
  • Communicates policies and procedures to customers
  • Provides requested timetables, brochures and other transit information to various internal personnel and external customers
  • Monitors and assists with escalated activities or requests
  • Operates a multiline telephone system, such as Centrex
  • Prepares monthly performance reports for management
  • Trains new or entry-level customer care employees and provides work oversight
  • Coordinates information materials with various departments related to bi-annual schedule and route changes ("Shake-Up")
  • Coordinates storage materials, brochures, and related information for distribution by the department
  • Performs data entry tasks
  • 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)
  • Principles and practices of customer relations and telephone etiquette
  • Current standard operating procedures for bus/rail operators
  • Functions and operations of telephone system, computer terminal and other peripheral equipment
  • General office policies and practices, including Lost & Found Policy
  • Office services applications, such as Microsoft Office suiteLeadership and training techniques

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • General office practices and telephone etiquette
  • Interacting professionally with various levels of Metro employees and outside representatives
  • Communicating effectively, both orally and in writing
  • Asking probing questions, understanding customer needs, and completing transactions efficiently
  • Responding appropriately to inquiries, requests for information, and complaints
  • Tactfully diffusing escalated situations
  • Applicable business software applications

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
  • Communicate well with the public
  • Understand and follow oral and written instructions and procedures
  • Manage time and prioritize projects
  • Convey information clearly, accurately and courteously over the telephone or face-to-face
  • Input data at 30 net words per minute
  • Read, write, speak, and understand English
  • Lift 25 pounds
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:

Education
  • None Required

Experience
  • Four years of relevant full time (40 hours/week) experience performing customer service duties face-to-face or over the telephone with 3 years of relevant experience performing office, clerical, and training duties OR
  • Four years of relevant full time (40 hours/week) Metro experience performing Passenger Relations or Customer Information work in Customer Relations

Certifications/Licenses/Special Requirements
  • None Required
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
  • Typical office situation
  • Close exposure to computer monitors and video screen
  • Stockroom or warehouse
  • High dust, dirt, and/or grease environment
  • High noise environment
  • 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
  • Standing
  • Walking (distance 5' to 100')
  • Bending or twisting at the neck, waist and/or knees
  • Intermittently sitting, standing, stooping
  • Communicating through speech in the English language required
 

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Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised
Contract-TCU0663Non-Exempt03-MAR-1712-JUL-19

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

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