CUSTOMER INFORMATION AGENT (FULL-TIME, PART-TIME, BILINGUAL, NON-BILINGUAL)

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

** The first 250 applicants will be guaranteed first consideration for this position. Additional applicants may be considered based on need. **

Under close supervision, operates computerized telephone information equipment to receive calls, provide general local and regional mass transit bus/train route itineraries and information, and/or direct call to the proper department, while maintaining a professional and understanding attitude.

• This bulletin is posted to fill full-time and Part time bilingual/non bilingual positions
• Pay differential for bilingual is $1.50 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 a.m. - 9:00 p.m. Weekend shifts will be between 6:00a.m. -6:00p.m.
• Applicants must attend 4-6 weeks of mandatory full-time training; training can take place 7 days a week

Examples of Duties

• Answers phone in a business-like manner to provide bus and train information
• Operates computerized telephone information equipment to receive calls, provide requested information, or direct call to the proper department
• Ensures effective communication and that customer service offered is of the highest quality possible
• Operates Trip Master system, Centrex telephone exchange, and Porta-Printer equipment
• Receives and responds to inquiries from callers regarding their travel needs, including bus routes, schedules, fares, usage of TAP (Transit Access Pass) cards, etc.
• Provides computerized information for other transit properties
• Uses computer terminal, maps, and reference books to determine walking instructions, detour, and other information when required
• Informs patrons of frequency of service, required transfer points, proper fares, and transfer fees
• 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

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

• 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
• One year of relevant experience working in a Call Center environment; familiar with transit, including public timetables, and maps, and the ability to communicate geographical information preferred

Certifications/Licenses/Special Requirements

• Ability to understand and speak a language other than English may be required for some positions

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
• Principles of business and telephone etiquette
• Maps and logistical directions, i.e., north, south, east, and west
• Metro and regional bus and rail routes, fares and timetables
• General office practices and procedures Centrex telephone system operations
• Basic personal computer system and internet operation and usage
• Applicable business software applications

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

• Conveying information clearly, accurately, quickly, and courteously over the telephone to the public
• Understanding and relaying complex information using computer terminal, maps, and reference books
• Screening calls to determine appropriate response
• Providing help and sympathizing with the caller
• Understanding maps
• Exercising sound judgment in stressful situations
• Communicating effectively with others and 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)

• Analyze situation, and identify and resolve problems to provide a patron with correct information and/or direct to the correct department in order to address their specific needs
• Be patient and handle difficult customers in a calm manner
• Deal with a high volume of calls
• Recognize that customers with special needs may take additional time
• Respond appropriately to inquiries and requests for information
• Deal tactfully and effectively with the public and other departmental personnel
• Input data at 15 net words per minute
• Understand and follow oral and written instructions and procedures
• Read, write, speak, and understand English

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
  

(GH)

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’s Equal Employment Opportunity Program . Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with Fair Chance 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 location:

METRO Headquarters, Employment Office
One Gateway Plaza
Los Angeles, CA 90012

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.

*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.

Closing Date/Time: 10/9/2024 5:00 PM Pacific

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• Los Angeles County Metropolitan Transportation Authority - LA Metro

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