CONTACT CENTER SPECIALIST (FULL-TIME, PART-TIME, BILINGUAL, NON-BILINGUAL)

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

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.

Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.

• 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 : 00 a.m. - 6 : 00 p.m.

Applicants must attend 4-6 weeks of mandatory full-time training; training can take place 7 days a week.

Responsibilities :

• 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.
• 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 Requirements :

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 :

• Two years of relevant experience working in a high-volume Call Center assisting customers by phone within the last 10 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 preferred.
• 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.

Knowledge of :

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

Skill in :

• 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 :

• 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 :

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.

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