Under moderate supervision, responds to telephone and walk-in TAP (Transit Access Pass) related inquires and complaints to conduct the sales of TAP products and assist customers in obtaining reduced fare rates to travel by public transportation; may provide support to Lost and Found by receiving, storing, inputting information into computer system on, and retrieving lost items.

• Assists customers in person and by telephone and e-mail with information and customer care regarding TAP products and services

• Processes customer applications for TAP cards

• Reviews reduced fare applications for errors or missing documents; approves senior, K-12, college/ vocational, and persons with disabilities applications

• Maintains and reviews customer TAP accounts

• Processes payments for TAP fare media purchases and replacement card fees

• Loads TAP fare media to TAP cards; adds, removes, and transfers TAP fare media for replacement cards

• Coordinates and processes replacement TAP card requests; provides customer fare verifications for cardholder's replacement requests

• Prepares reports to document lost and stolen TAP cards

• Follows up on customer inquiry cases regarding TAP products and services

• Resolves customer complaints or escalates to next level of authority

• Utilizes TAP system programs for cardholder research and transactions

• Sets up customer TAP card fare media Autoload transactions

• Mails TAP cards to customers

• Creates TAP card orders for fulfillment and fills large TAP card orders on a mobile point-of-sale (mPOS) machine

• Retrieves message, faxed, or e-mailed requests for supplies or TAP orders and enters orders into the computer system; prepares all supplies and orders for daily delivery by Metro vehicle

• Is personally accountable for assigned fare media and use of TAP sales equipment

• Composes routine correspondence in relation to TAP procedures; proofreads work

• May receive and store lost items for Lost and Found, entering relevant data into computer, and retrieving items from storage for customer pick up

• Complies with all of Metro's safety rules, policies, and procedures; must utilize all required safety equipment

• 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

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, and telephone etiquette

• General office practices and procedures

• Proper techniques for credit card handling, fare media handling, and recordkeeping

• Basic math

• Computerized telephone information equipment

• Office services applications, such as Microsoft Office Suite

• Customer Relationship Management (CRM) systems

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

• Responding to inquiries and requests for information in an appropriate, accurate, and timely manner

• Communicating effectively oral and in writing

• Interacting professionally with customers and vendors

• Listening

• Teamwork

• Time management

• Entering data quickly and accurately

• Operating personal computer and general office equipment

• Applicable business software applications

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Meet tight time constraints and deadlines

• Make sound decisions within established policies and procedures

• Follow oral and written instructions

• Provide good customer service

• Operate a calculator, fax machine, credit card machine, TAP Compact Point of Sale equipment, personal computer, and check verification equipment

• Utilize a headset and computer terminal to navigate through multiple systems to input and retrieve information

• Type 30 net words per minute

• Respond tactfully to coworkers, the public, vendors, and other departmental personnel in frequently stressful circumstances

• Maintain accurate records and prepare reports of cash and merchandise transactions

• Lift and move objects weighing up to 50 lbs

• Establish and implement inventory control, records, and distribution system for TAP card requests

• Read, write, speak, and understand English

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 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

• Personally accountable for assigned fare media and use of TAP sales equipment

• Subject to periodic, unannounced audits of sales transactions and sales records

• Valid California Class C Driver License

• May be required to operate a company vehicle

• Must utilize all required safety equipment

• New employees must successfully complete a training program at one or more of Metro's Customer Centers and other Customer Service and Sales work locations

• Must wear Metro issued uniform

• May be required to communicate orally and in writing in a language other than English for some assignments

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 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