123 Customer Relations Representative Jobs in Los Angeles, CA
Metrolink is Hiring a Customer Relations Representative Near Los Angeles, CA
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: $21.6689TO APPLY: This is a continuous recruitment with the first review of applications beginning June 19, 2024. Interested applicants are encouraged to apply immediately.
DISTINGUISHING CHARACTERISTICSThis 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.
- 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.
SUPPLEMENTAL INFORMATIONSelection 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
Job Summary
Full Time
$54k-69k (estimate)
09/06/2023
07/05/2024
lametrolinkpollution.com
LOS ANGELES, CA
25 - 50
2011
CHARLENE ARIZA
<$5M
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The job skills required for Customer Relations Representative include Customer Service, Planning, Decision Making, Leadership, Time Management, Customer Contact, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Relations Representative. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Relations Representative. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Relations Representative positions, which can be used as a reference in future career path planning. As a Customer Relations Representative, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Relations Representative. You can explore the career advancement for a Customer Relations Representative below and select your interested title to get hiring information.
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Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Relations Representative job description and responsibilities
A Customer Relations Representative comes under the career category of Customer Service Representative.
02/22/2022: Springfield, OH
Customer relations representatives assist the customers with their needs by offering products and services according to their requirements and budget limitations.
03/08/2022: Minneapolis, MN
They may also sell newly launched products to the customers, discuss features and usability, and generate payments and delivery details.
02/02/2022: Greenville, SC
Customer Relations Representatives who work for utility and telecommunications companies may help customers with service problems, such as outages.
01/23/2022: Orlando, FL
Customer Relations Representative must recommend a solution to the customer who, hopefully, agrees to the fix.
01/29/2022: Lansing, MI
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Relations Representative jobs
Customer Relations Representative must be patient and polite, especially when dealing with difficult or angry customers.
02/12/2022: Tuscaloosa, AL
Customer Relations Representatives need to be able to communicate and convey their message to the customers to run a successful business.
02/17/2022: Lynchburg, VA
Always exhibit a positive attitude and effectively diffuse and handle difficult customer situations.
02/26/2022: Roanoke, VA
Customer Relations Representative must be able to catch on quickly and be open to learning new systems, software, and willing to help out where ever necessary.
01/22/2022: Philadelphia, PA
Start with awareness and training.
02/07/2022: Santa Barbara, CA
Step 3: View the best colleges and universities for Customer Relations Representative.
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