• 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

• 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

• 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

• 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

• 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

• 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

• Typical office situation

• Close exposure to computer monitors and video screen

• 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