Customer Relations Associate

Position : Customer Relations Associate (Bilingual Spanish) Salary: $27.11/ Hourly FLSA : Non-exempt Employment Type: At-Will/Non-Union Represented Schedule: Flexible/Hybrid* *This position allows for up to three days of remote work per week after an in-person training period of up to three months. Flexible/Hybrid schedule is dependent on satisfactory job performance, conduct, and attendance and/or may be withdrawn at any time to meet agency needs. NOTE: This position is eligible for a monthly bilingual allowance in the amount of $100 (equivalent to $46.15 biweekly). The department/agency will determine whether the language usage is sufficient to qualify for a stipend based on the results of a bilingual in Spanish assessment. JOB SUMMARY The Customer Relations Associate has a crucial role responsible for managing and responding to service concerns and compliments from the public, including internal and external stakeholders. This position involves analyzing service issues, assessing concerns, identifying areas for improvement and service offerings, as well as communicating real-time feedback and urgent trends. If the issue requires escalation, the Customer Relations Associate coordinates with the appropriate department(s) to resolve the problem. The department(s) may include operations, fleet maintenance, safety, risk management, and other support departments. The Customer Relations Associate also monitors the workflow of the investigation and ensures that the investigation completion is within the requirements of the agency. The Customer Relations Associate is responsible for responding to, revising, and editing written, phone, and in-person investigative findings, ensuring that the correspondence is clear and concise. Additionally, the Customer Relations Associate provides support in the facilitation of public meetings and conduct hearings. This may include setting up, preparing materials, and managing the flow of the meeting. The Customer Relations Associate is a team-based role that requires excellent communication skills, critical thinking, and problem-solving abilities with strong attention to detail. SUPERVISION Receives direct supervision from the Project Administrator, Customer Relations. May receive indirect supervision from the Senior Customer Relations Associate as applicable. No supervision of staff is exercised. To learn more about Access Services and its responsibilities in the greater Los Angeles region, please visit our website, and click here . Access Services is committed to delivering outstanding quality service to every rider, a commitment that is echoed in our mission and vision statements. Discover more about Access Services and our commitment to quality. ESSENTIAL DUTIES AND RESPONSIBILITIES Duties may include, but are not limited to, the following: Research service-related inquiries using internal software. Preparing correspondence in reference to investigation findings via mail, email, and phone. Collect and organize all relevant data and documentation provided to support the resolution of a concern. Conduct quality assurance audits to ensure compliance with investigative findings and reporting standards. Prepare and present quality assurance reports on complaints and commendation trends to internal and external stakeholders. Contact the appropriate department(s) for recommendations. Maintain the Customer Relationship Management System (CRM) and adhere to the department response timelines to ensure key performance indicators (KPIs) are met. Facilitate follow-up calls with customers to address service and operational-related issues. Review and reconcile backup transportation provider trips. Assist training efforts during the onboarding of staff, as needed. Work on weekends to attend agency-sponsored and or supported events, as needed. Support other departmental-related and administrative tasks assigned by the Customer Relations Project Administrator. Administrative tasks include payment processing and fulfillment of coupon and Access ID card requests, as well as mail fulfillment, faxing, and scanning documents. Bilingual in Spanish is required. A combination of education, experience, and training that has provided the necessary knowledge, skills, and abilities is required for entry into the classification. A typical combination includes: EDUCATION: Associate degree (AA) or equivalent from an accredited two-year college in public administration, business administration, or a related field. EXPERIENCE: Three (3) years of customer service or public relationsexperience,or a combination of education and experience. Additionally, one (1) year of experience in writing concise, personalized correspondence is preferred. Bilingual in Spanish is required. LICENSES/LANGUAGE/CERTIFICATE REQUIREMENTS : Professional working proficiency in English and Spanish. The ability to speak, read, and write English and Spanish is required. KNOWLEDGE, SKILLS & ABILITIES Knowledge of: The Americans with Disabilities Act (ADA) regulations for businesses and state and local governments. Objectives, programs, policies, and procedures of the assigned department. Proper English usage, spelling, grammar, and punctuation. Principles and procedures of record keeping and reporting. Standard business software, including word processing, spreadsheet, and database programs (Microsoft Office: Word, Excel, Outlook, PowerPoint). Skill to : Operate various types of standard office equipment including a personal computer and related software. Prioritize responsibilities and workload to meet established deadlines. Ability to: Interpret, explain, and apply departmental policies and procedures. Establish and maintain courteous, cooperative, and effective working relationships with staff, management, elected officials, commission members, the general public, and others encountered in the course of work. Maintain professionalism, courtesy, and composure at all times, including in stressful situations, and handle disputes and complaints in a calm, courteous, and tactful manner. Prepare and maintain accurate and precise written documents such as reports, records, forms, and correspondence. Analyze information, data, and trends. Understand and follow oral and written instructions. Communicate clearly and concisely, orally and in writing. Perform basic arithmetic computations with speed and accuracy. Type accurately at a speed of at least 40 net words per minute. Evaluate situations, identify problems, and exercise sound independent judgment within established guidelines. Effectively oversee multiple priorities and organize workload; and Work independently and efficiently with a minimum amount of direct supervision. Perform other duties as assigned. Have a designated workstation for a hybrid schedule. Type at a net speed of forty (40) words per minute. The Selection Process This recruitment is open continuously to meet the needs of the Agency as vacancies occur and may close at any time. Applicants who best meet job-related qualifications will be invited to participate in the examination process. Applicants will receive e-mail notification of their current status in the selection process. The selection examination may consist of any combination of written, performance, and/or oral appraisal exams. Examination parts will be weighed according to their relevancy to the job performance criteria. This recruitment may establish an eligibility list to fill future positions in similar classifications within the organization. Pre-employment: As a federal grantee, Access Services maintains a drug-free working environment as prescribed by the 1988 Drug-Free Workplace Act. All potential employees are required to obtain satisfactory results from an administrative screening, successfully pass a post-offer pre-employment medical exam, and obtain a verified negative pre-employment drug test administered by Access Services and its service agents. Emergency/Disaster Response - Service Workers: All Access Services employees are designated Emergency/Disaster Response - Service Workers through state law (California Government Code Section 3100-3109). Employment with Access Services requires the acknowledgment to this effect. Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency. Immigration and Reform Control Act: In compliance with the Immigration and Reform Control Act of 1986, Access Services will only hire individuals who are legally authorized to work in the United States. Access Services does not provide sponsorship. E-Verify: Access Services is an E-Verify employer. E-Verify is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of newly hired employees in the United States. Access Services does not sponsor H-1B or related work visas. An Equal Opportunity Employer: Access Services is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Access Services will provide reasonable accommodations to qualified individuals with disabilities. WORKING CONDITIONS & PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. PHYSICAL DEMANDS: While performing the duties of this class, the employee is regularly required to talk and or listen. The employee frequently is required to walk and use hands and fingers to touch, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job . The noise level in the office environment is usually moderate. In the course of employment, an employee may visit the service provider or other contractor’s premises which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles. Note: The statements herein are intended to describe the general nature and level of work being performed by employees to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified. #J-18808-Ljbffr