CONTACT CENTER SPECIALIST

Salary: $31.58 - $44.97 Hourly
Location : Los Angeles, CA
Job Type: Part-Time
Job Number: 2401098-2
Cabinet: CUSTOMER EXPERIENCE OFFICE
Cost Center: 7170 - CUSTOMER RELATIONS
Opening Date: 12/08/2025
Closing Date: 12/22/2025 5:00 PM Pacific
FLSA: Non-Exempt
Bargaining Unit: TCU

Metro's mission is to provide a world-class transportation system that enhances the quality of life for all who live, work, and play within LA County.
Description
Under close supervision, provides regional route, schedule, and fare information to the general public for various transit agencies in Los Angeles County and neighboring counties.
Recruitment Timeline: Exams are projected to be scheduled for the week of 1/12/2026. Interviews will be held during the week of 2/9/2026. These dates are subject to change. We encourage you to monitor your profile and emails for the latest updates.

• Pay differential for bilingual is $2.50 per hour above the established rate
• The Metro Call Center operates 7 days a week
• Applicants must be able to work weekends and any shift. Monday through Friday, shifts will be between 5:00 AM - 9:00 PM. Weekend shifts will be between 6:00 AM - 6:00 PM.
• Applicants must attend 6-8 weeks of mandatory full-time training; training can take place 7 days a week

Application cut-off: Please be aware that only the first 350applicants will be guaranteed consideration for this position.
Examples of Duties

• Utilizes telephone and computerized equipment to provide route, schedule, fare, and other information to customers by fielding calls and responding to chats and emails
• Operates network computer, trip planning system workforce optimization, and other software applications
• Receives and responds to patron questions, concerns, and lost item inquiries
• Uses maps, reference books, and additional resources to determine walking instructions, detour, and other information, when required
  Informs patrons of frequency of service, required transfer points, proper fares, and transfer fees, and other transit service-related information

May be required to perform other related job duties
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

Experience

• Two years of relevant experience working in a high-volume Call Center assisting customers by phone within the last five years
• One year of relevant experience performing customer service duties face-to-face or over the telephone with experience performing office clerical duties and demonstrated computer skills
• Experience assisting customers using email or chat is preferred
• Familiarity with transit, including public timetables, maps, and the ability to communicate geographical information is preferred

Certifications/Licenses/Special Requirements

• Ability to understand and speak a language other than English may be required for some positions
• Required training is 40 hours per week for approximately 4 to 6 weeks

Essential Knowledge
Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Customer service principles and practices, and telephone etiquette
• Computerized telephone information equipment
• General office practices and procedures
• Applicable business software applications

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Communicating effectively and tactfully, both orally and in writing
• Interacting professionally with various levels of Metro employees and outside representatives
• Asking probing questions, understanding customer needs, and completing transactions efficiently
• Responding appropriately to inquiries and requests for information

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Write coherent and concise responses in real time
• Display organizational, interpersonal, and problem-solving skills
• Follow oral and written instructions
• Understand and relay complex information
• Convey information clearly, accurately, courteously, and in a timely manner
• Type with accuracy at 35 net words per minute
• Multi-task in a fast-paced work environment
• Read, write, speak, and understand English

Special Conditions

• This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements
• 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
• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

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

(DL)

Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with hiring practices.
Selection Procedure

Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities.
Application Procedure

To apply, visit Metro's website at www.metro.net and complete an online Employment Application.
Computers are available to complete online Employment Applications at the following Metro locations:

METRO Headquarters, Employment Office
One Gateway Plaza
Los Angeles, CA 90012
Open: Monday through Friday, 8am-4pm
(Closed Sat & Sun)
Metro Talent Hub
8501 S. Evermont Place
Los Angeles, CA 90044
Open: Monday through Friday, 9am-5pm
(Closed Sat & Sun)
East Los Angeles Customer Center
4501 B Whittier Blvd
Los Angeles, CA 90022
Open: Tuesday through Saturday, 10am to 6pm
(Closed Sun & Mon)
Wilshire/Vermont Customer Center
3183 Wilshire Blvd, Ste 174
Los Angeles, CA 90010
Open: Monday through Friday, 10am-6pm
(Closed Sat & Sun)
Rosa Parks Customer Center
Willowbrook/Rosa Parks Station
11720 Wilmington Ave
Los Angeles, CA 90059
Open: Monday through Friday, 6am to 6:30pm
(Closed Sat & Sun)
Telephone: (213) 922-6217 or persons with hearing or speech impairments can use California Relay Service 711 to contact Metro.

All completed online Employment Applications must be received by 5:00 p.m. on the closing date. Late applications will not be considered.

*Open to the public and all Metro employees

This job bulletin is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.
*Please refer to the applicable benefit type (Full-Time or Part-time)*

LACMTA BENEFITS FOR FULL-TIME (TCU) EMPLOYEES

• Medical, Dental, Vision plans
• Group Life Insurance
• Holidays
• Sick time
• Vacation time
• Pension plan
• Social Security coverage
• Transportation passes
• Credit union
• Tuition assistance
• Deferred Compensation 401 (k)
• Thrift plan
• Employee Assistance Program
• Flexible medical spending account
• Flexible dependent care account
• Jury duty
• Accidental Death & Dismemberment Insurance

LACMTA BENEFITS FOR PART-TIME (TCU) EMPLOYEES

• Medical, Dental, Vision plans (Part-time employees receive employee only medical, dental, and vision benefits)
• Social Security coverage
• Transportation passes
• Credit union
• Tuition assistance
• 457 Deferred Compensation Plan
• 401(k) Thrift Plan
• Employee Assistance Program

01

Please acknowledge that the following responses will be used to supplement and expand on the Work Experience section of your application. It is important to provide detailed answers and do not refer to or rely on a resume or other documentation as we will not review resumes to determine qualifications. The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as accurate as possible. By completing this supplemental questionnaire, you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal.

• Yes, I agree and understand my resume will not be reviewed

02

Are you able to work a flexible work schedule that includes nights, weekends, holidays, and includes varying shifts?

• Yes
• No

03

Are you a current Metro employee?

• Yes
• No

04

Are you a current Metro TCU employee?

• Yes
• No

05

If you indicated being a current Metro/TCU employee, please enter your employee badge number in the field below. If you selected "No" to the previous question, please enter "N/A."
06

Are you Spanish Bilingual?

• Yes
• No

07

Please select the number of years performing office clerical duties and demonstrated computer skills.

• No relevant experience
• Less than 1 years
• 1 years or more, but less than 3 years
• 3 years or more, but less than 5 years
• 5 years or more

08

Please select the number of years working in a high-volume call center assisting customers by phone within the last 5 years.

• No relevant experience
• Less than 2 years
• 2 years or more, but less than 4 years
• 4 years or more, but less than 6 years
• 6 years or more

09

If you indicated having relevant experience in a high-volume call center assisting customers by phone within the last 5 years and performing office clerical duties and demonstrated computer skills, in the previous question. Please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed for each position listed. If you do not have this experience, please indicate "N/A."
Required Question

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