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Los Angeles County Metropolitan Transportation Authority

Job Specification

LEAD PASSENGER RELATIONS REPRESENTATIVE

 

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Pay Grade
BC1
Job Summary
Assists in training and overseeing the daily activities of Passenger Relations Representatives who receive, research, and respond to customer complaints and communicate with customers in-person and via telephone to resolve complex service-related problems.
Duties and Responsibilities
  • Assists assigned Passenger Relations staff with questions and developing resolutions
  • Handles and resolves escalated and priority customer calls and walk-in customers
  • Provides guidance, coaching, training, and oversight for the work product of non-exempt employees in Passenger Relations
  • Updates staff on new policies and upcoming service changes
  • Responds to e-mails in a timely manner
  • Communicates department concerns to management
  • Assists Passenger Relations Representatives with written Customer Comment Analysis Tracking System (CCATS) reports
  • Utilizes computerized telephone equipment to receive calls and provide assistance
  • Operates ATMS (Advanced Transportation Management System) and other related information systems to assist Passenger Relations Representatives, managers and others as needed
  • Assists in workflow among Passenger Relations staff
  • 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
  • Understanding of Metro Operations policies and procedures
  • High-level grammar, punctuation, and structure of English language
  • Computer applications and technical systems associated with this position
  • General office practices
  • Leadership principles and training techniques Computer applications, including Microsoft Office suite

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • Patience and listening
  • Problem solving
  • Communicating effectively orally and in writing
  • Staying calm under pressure
  • Providing leadership and training
  • Interacting professionally and tactfully with various levels of metro employees, the general public, and outside representatives in frequently stressful circumstances
  • Performing office and clerical duties

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
  • Multi-task
  • Make independent decisions
  • Understand and follow oral and written instructions and procedures
  • Understand and relay complex information using applicable reference materials and computer systems
  • Convey information clearly, accurately, and courteously over the telephone or face-to-face
  • Listen and respond appropriately to inquiries and complaints
  • Input data at 40 net words per minute
  • 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:

Education
  • None Required

Experience
  • Two years of relevant Transit Call Center experience AND Two years of relevant full-time (40 hours/week) experience performing customer service duties face-to-face or over the telephone OR two years of relevant full-time (40 hours/week) Metro experience performing Passenger Relations or Customer Information work in Customer Relations
  • Experience performing office, clerical and training duties
  • Knowledge and familiarity with technical systems highly preferred

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
  • Work with regular exposure to odors or fumes
  • 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
 

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Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised
Contract-TCU0731Non-Exempt11-JUL-1312-JUL-19

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

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