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Los Angeles County Metropolitan Transportation Authority

Job Specification

LEAD CUSTOMER INFORMATION AGENT

 

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Pay Grade
BC1
Job Summary
Operates computerized telephone information equipment to assist customers with requested public transit information, handles call escalations from Customer Information personnel, assists with training of new employees, and responds to inquiries from other departments.
Duties and Responsibilities
  • Provides routing information and responds to general inquiries clearly, accurately, quickly, and courteously over the telephone to the public
  • Reviews updates to schedules, routes and stops lists
  • Examines, distributes, and informs agents and patrons on detours
  • Processes detours, summary material, and other documents
  • Trains, coaches, and provides guidance to Customer Information Agents and Contact Center Specialist
  • Ensures effective communication and that customer service offered is of the highest quality possible
  • Provides Bus Operations Center/Rail Operations Center assistance
  • Handles and addresses escalated customer calls
  • Performs data entry tasks using applicable business software applications
  • Operates Trip Master system, Centrex telephone exchange, and Porta-Printer equipment
  • Receives and responds to inquiries from callers regarding bus routes, schedules, and fares
  • Provides computerized information for other transit properties
  • Uses computer terminal, maps, and reference books to determine walking instructions, detours, and other information when required
  • Informs patrons of frequency of service, required transfer points, proper fares, and transfer fees
  • Adheres to safety rules, regulations, policies, and procedures to ensure the well-being of Metro customers, employees, and business partners
  • 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 service and telephone etiquette
  • Functions and operations of Centrex telephone system, computer terminals and peripheral equipment
  • Maps and logistical directions
  • Metro and regional bus and rail product knowledge
  • General office practices and procedures
  • Leadership techniques
  • Applicable business software applications

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • Understanding and conveying complex information clearly, accurately, quickly, and courteously
  • Understanding maps
  • Problem solving and sound reasoning
  • Exercising sound judgment, calm and flexibility in stressful situations
  • Communicating effectively orally and in writing
  • Providing help and empathizing with the caller
  • Listening attentively and responding with patience and politeness
  • 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)
  • Interpret and explain information regarding public transportation
  • Respond appropriately to inquiries and requests for information
  • Deal tactfully and effectively with the public and other departmental personnel
  • Input data at 30 net words per minute
  • Think quickly and creatively
  • Multi-task
  • Understand and follow oral and written instructions and procedures
  • Understand, interpret, regulations, policies, procedures, and union contracts
  • 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 (2) years of relevant full time Metro experience performing customer service duties face-to-face or over the telephone in Customer Relations
  • Experience performing office clerical and training duties 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
  • 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-TCU0854Non-Exempt13-AUG-0912-JUL-19

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

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