Los Angeles County Metropolitan Transportation Authority

Job Specification




Pay Grade
Job Summary
Under moderate supervision, inputs and processes Employer Annual Pass Program (EAPP) data related to the sale and renewal of the Annual Pass and other Metro Commute Services programs such as Employer Pass Program (E-Pass), Universal Pass Program (U-Pass), and Metro′s Pop-Up Shop.
Duties and Responsibilities
  • Receives telephone calls and e-mails and provides customer care for TAP (Transit Access Pass) Annual Pass Programs
  • Inputs data into a data management system and crops and uploads pictures and related information into a master spreadsheet or database
  • Responds to customer inquiries regarding TAP annual pass products and services
  • Ensures orders and transactions are completed accurately
  • Coordinates and processes new cards, additions, deletions, and replacement cards for TAP Annual Pass Programs
  • Maintains, updates, and reviews customer TAP annual pass accounts
  • Processes payments for TAP annual pass fare media purchases and replacement card fees
  • Prepares reports to document lost and stolen TAP annual pass cards
  • Conducts TAP annual pass cardholder hot listing and maintains hot list records
  • Utilizes TAP system programs for TAP annual cardholder research and transactions
  • Mails TAP annual pass cards to customers
  • Creates TAP annual pass card orders for fulfillment by TAP card vendor
  • Troubleshoots customer service issues pertaining Universal Pass Program (U-Pass) and Employer Pass Program (E-Pass) and other related duties
  • May assist with Metro-Pop-Up Shop sales, merchandising, inventory count, set-up and break-down of Pop-Up Shop events, and other related duties
  • Complies with all of Metro's safety rules, policies, and procedures
  • 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

Essential Knowledge, Skills and Abilities
Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)
  • Basic principles of customer service/care and good telephone etiquette
  • General office practices and procedures
  • Basic math
  • Proper techniques for credit card handling, fare media handling, and recordkeeping
  • General computer skills

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • Operating a calculator, fax machine, credit card machine, TAP Compact Point of Sale equipment, telephone equipment, Saleforce and Nextfare systems, and personal computer
  • Entering data quickly and accurately
  • Communicating effectively with others

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
  • Type 35 net words per minute
  • Input and update data accurately in a database
  • Responding tactfully to coworkers, the public, employers, and other departmental personnel in frequently stressful circumstances
  • Provide good customer service
  • Follow oral and written instructions
  • Work fluently with Excel spreadsheets
  • Respond appropriately to inquiries and requests for information
  • Maintain accurate records and prepare reports of cash and merchandise transactions
  • Push and pull merchandizing charts
  • Utilize a headset and computer terminal to navigate through multiple systems to input and retrieve information Lift and move objects weighing up to 40 lbs
  • Read, write, speak, and understand English
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:

  • None Required

  • Two years of relevant experience working in a customer service environment performing functions in at least two of the following areas in-person public contact, cash handling, and/or office/retail clerical work

Certifications/Licenses/Special Requirements
  • Valid California Class C Driver License
  • Personally accountable for assigned fare media and use of TAP sales equipment
  • Subject to periodic, unannounced audits of sales transactions and sales records
  • Must utilize all required safety equipment
  • Must wear Metro issued uniform
  • New employees must successfully complete a training program at one or more of Metro's TAP annual pass Service and Sales work locations
  • May be required to communicate orally and in writing in a language other than English for some assignments
  • May be required to operate a company vehicle
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

Physical Effort Required
  • Sitting at a desk or table
  • Operate a telephone or other telecommunications devices and communicate through the medium
  • Type and use a keyboard and mouse to perform necessary computer-based functions
  • Lift and move objects weighing up to 40 lbs.
  • Communicating through speech in the English language required


Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised

This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.