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Los Angeles County Metropolitan Transportation Authority

Job Specification

LEAD CUSTOMER SERVICE AGENT

 

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Pay Grade
BC1
Job Summary
Under moderate supervision, assists in overseeing and coordinating the daily activities of assigned sections of Customer Programs and Services, including supporting staff with applicable policy and procedure, processing reduced fare applications, vendor communication, TAP (Transit Access Pass) card ordering and inventory, and the bicycle Lost and Found.
Duties and Responsibilities
  • Assists in overseeing operations of assigned Customer Programs and Services section(s)
  • Reports any exceptions to operations standards and requirements
  • Sells and documents sales transactions for various categories of fare media
  • Interacts with respective fare media and reduced fare card program contract vendors
  • Prepares documents and funds for deposit
  • Reviews and ensures timely submittal of eTime for staff assigned to respective section
  • Evaluates and processes student and disabled applications and documentation to ensure complete and accurate information for reduced fare privileges
  • Assists customers with inquiries and those waiting in sales line, as needed
  • Handles customer escalations and complaints
  • Processes and mails fare media TAP card orders
  • Prepares shipping documents and distribution routes for pass stock, transfers, and tokens
  • Ensures that proper levels of office supplies and fare media are ordered for section
  • Orders various TAP cards and tokens that are used in the Customer Centers and for special events; prepares and inputs orders on applicable system
  • Assists with Purchase Card (P-Card) ordering
  • Prepares daily and monthly sales activity reports
  • Maintains storage of fare media and organizes the stockroom
  • Handles and accounts for large sums of cash, fare media, credit coupons, and Metro equipment
  • Oversees the Lost and Found for the bicycles that have been found in the bus and rail system
  • Organizes bicycle storage and coordinates with the auction company for the pick-up of bicycles that have been stored for more than 90 days
  • Assists with the training and monitoring of staff on section policies and procedures, and their interpretation
  • Assists with coordinating, training, delegating to and coaching assigned section staff regarding work product, assignments, activities, and audits
  • Maintains housekeeping for professional office appearance
  • 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 customer service practices and principles
  • Reduced fare applications documentation required and eligibility, including Social Security Qualified Disabilities
  • Fare prices for Los Angeles County Transit Agencies
  • Modern Point of Sale (MPOS) regional TAP card initialization and loading device and Compact Point of Sale (CPOS)
  • Applicable Business Software applications
  • Proper techniques for handling cash transactions, fare media and recordkeeping
  • Basic math
  • General office practices and procedures
  • Vehicle operation and safety

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • Providing good customer service promptly and efficiently by telephone and in-person
  • Using proper telephone etiquette
  • Coordinating work processes and orders with vendors, organizations, and customers
  • Being courteous, patient and tactful with a variety of customers, vendors, co-workers, management, and other departmental personnel in stressful circumstances
  • Diffusing irate customers
  • Problem solving
  • Exercising sound judgement in making decisions
  • Communicating effectively in writing and orally, including active listening
  • Operating a personal computer and general office equipment

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
  • Act as lead contact person to section′s internal and external customers and staff
  • Communicate process issues and solutions
  • Organize and prioritize work to meet project timelines and deadlines
  • Think and act independently
  • Operate sales transaction equipment and an electronic cash register
  • Lift and move objects weighing up to 50 pounds Maintain accurate records and prepare summaries of cash, sales, and work activities
  • Type 30 net words per minute
  • Prepare daily and monthly section activity updates and reports
  • Supervise, train, coach, and motivate assigned staff
  • 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 experience performing the duties of a Sr Customer Service Agent II, Customer Service Agent II, or Customer Service Agent I in the Customer Programs & Services Department OR Three years of relevant experience performing tasks in at least two of the following areas customer service; cash handling; or office/retail clerical work

Certifications/Licenses/Special Requirements
  • Valid California Class C Driver License
  • Must wear Metro issued uniform
  • Personally accountable for all money and stock received; may be subject to periodic, unannounced audits of funds and stock May be required to communicate orally and/or in writing in a language other than English for some assignments
  • Must comply with Metro code of ethics, policies, and procedures
  • Must utilize all required safety equipment
  • May be required to operate a company vehicle
  • May be required to travel to off site operations
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
  • Work in awkward or confining/enclosed spaces
  • Exposure to physical and verbal abuse by clients/customers and/or general public
  • Exposure to outdoor weather including extreme heat, cold, dampness and/or humidity
  • Local Travel

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')
  • Crawling, crouching, squatting, stooping and/or kneeling
  • Bending or twisting at the neck, waist and/or knees
  • Intermittently sitting, standing, stooping
  • Pushing and/or pulling
  • Light lifting or carrying 25 lbs. or less
  • Moderate lifting or carrying 26-50 lbs.
  • Reaching by extending hand(s) and/or arm(s) in any direction
  • Communicating through speech in the English language required
  • Good distance vision and/or depth perception to judge distances
 

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Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised
Contract-TCU0737Non-Exempt17-SEP-1317-JUL-19

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

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