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Customer Relations Representative
2 months ago
The Customer Relations Representative will provide information, respond to customer inquiries, support passenger flow, and support fare media sales at Metrolink stations.
This is a classified position represented by Amalgamated Transit Union, ATU Local 1277, per the Collective Bargaining Agreement (CBA) dated January 1, 2023, through June 30, 2026.
Starting Hourly Rate: $21.6689
TO APPLY: This is a continuous recruitment with the first review of applications beginning June 19, 2024. Interested applicants are encouraged to apply immediately.
DISTINGUISHING CHARACTERISTICS
This is the career level of the Customer Relations Representative series. At this level, the incumbent has some latitude for independent judgment and may vary work methods and procedures, but usually within prescribed parameters.
SUPERVISION EXERCISED AND RECEIVED
- Receives supervision from departmental management/supervisory level roles
- This position has no formal supervisory responsibilities
- Provide Metrolink riders with information on using the rail system, reading the train timetable, using ticket vending machines, fare policies, making connections, and create a positive passenger experience.
- Serve as the primary point of contact for train riders, inform customers at the train platforms during service disruptions, make public address announcements, and assist to prevent unnecessary delays to passengers.
- Sell Metrolink tickets, processing debit and credit sales, make ticket adjustments, and process customer refunds.
- Handle and account for all cash including preparing and balancing of the cash drawer, preparing bank deposits, and operating the Ticket Office Machine (TOM).
- Order and maintain a current inventory of pre-printed ticket stock and all current Metrolink published materials including brochures, train schedules, maps, forms, special events and special trains, etc.
- Provide support to school groups to ensure safe travel, appropriate fare media, and assistance with vouchers.
- Maintain Metrolink kiosks at all stations with current rider updates, special event literature, and other related materials as needed.
- Coordinate lost and found returns, contact customers regarding items, and recording feedback into the customer database.
- Coordinate passenger use of alternate transportation during service disruptions or planned outages at Metrolink stations, and report transportation issues to the appropriate personnel.
- Inform customers on rail safety issues, report trespasser and vandalism incidents to Metrolink security, and respond to emergency situations or customer service related problems as directed.
- Perform other related duties as assigned.
- High school diploma, GED or its equivalent.
- A minimum of three (3) years of work experience in a customer service role interacting with and providing a service that may be measured by customer satisfaction.
- A combination of training, education and or experience that provides the required knowledge, skills and abilities may be considered when determining minimum qualifications. Advanced relevant coursework may also substitute for a portion of required experience.
- Must pass the computer-based assessment.
- Valid Class C Driver's license with a satisfactory driving record of no more than three moving violations and no DUI's within the last three years.
- None.
Knowledge of:
- Principles and practices of customer relations.
- Effective telephone techniques, etiquette, and customer service general business practices and procedures.
- Principles and techniques of communication, with emphasis upon both verbal and writing skills.
- Techniques to identify or determine the root cause of an issue to resolve complaints.
- Applicable federal, state, and local laws, rules, and regulations for public transit, such as the Americans with Disabilities Act.
- Office management procedures and time management principles.
- Office practices, procedures and equipment.
- Computer software skills including word processing, spreadsheets, and database applications such as MS Office programs including Outlook, Word, Excel, and other related software applications.
- Principles of business letter writing and report preparation with specific focus on correct spelling, grammar and punctuation.
- Principles of customer relations management record keeping, data collection, data management and research techniques.
- Metrolink territory including routes, fares, and service changes due to external forces, i.e., construction and service interruptions.
- Contracted transportation services.
- Basic arithmetic computations.
- Use of Microsoft Office.
- Cash handling.
- Responding professionally to different customer situations.
- Presenting information to customers and staff.
- Writing correspondence.
- Communicate with strong interpersonal skills using tact, empathy, patience, and courtesy.
- Work under pressure to resolve difficult issues in real-time.
- Ensure high degree of accuracy and attention-to-detail.
- Communicate clearly and concisely with tact and diplomacy with the public, management, and other internal/external customers.
- Prioritize, organize and perform multiple responsibilities or projects simultaneously, making decisions independently and taking ownership for wide ranging responsibilities that also meet time constraints and deadlines.
- Work independently and proactively, either alone or as part of a team, and exercise sound judgment to resolve issues and or/find ways to improve reporting process. Initiate, organize, and follow up on work.
- Interpret and explain policies and procedures.
- Establish and maintain working relationships.
- Transition between a stationary position at a desk or work location and move about Metrolink facilities or other work site locations.
- Operate tools to perform the duties of the position; such as computers, office equipment and work-related machinery.
- Transport equipment or boxes up to 25lbs.
- Exchange ideas by means of communication.
- Visual acuity to detect, identify and observe employees or train movement and any barriers to movement when working on or near railroad tracks.
- Hear and perceive the nature of sounds when working on or near railroad tracks.
- Balance, ascend/descend, climb, kneel, stoop, bend, crouch or crawl within assigned working conditions and or locations.
Position will work in an outdoor environment with possible exposure to changes in weather conditions, individuals who are hostile or irate, moving mechanical parts, and loud noises (85+ decibels, such as heavy trucks, construction, etc.) Position may require work in a normal office environment with little exposure to excessive noise, dust, or temperature.Selection Process:
Following a review of applications and resumes the most highly qualified candidates will be invited to continue in the selection process. Eligible applicants will be notified of the exact time and place of assessments and interview. Candidates will be interviewed to determine their relative knowledge, skills and ability in job related areas. Offers of employment may be contingent upon successful completion of a reference check, including degree verification and criminal records check provided through SCRRA.
Internal Candidates: Employees with active discipline as defined in the HR Policy No. 5.3 Positive Discipline Program and/or with performance that does not meet the standard for "meets expectations" as defined in the Performance Planning and Appraisal Process may be precluded from consideration and placement in the position.
In compliance with the Americans with Disabilities Act, the SCRRA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
The SCRRA is an Equal Opportunity Employer. EEO/ADA
