Under moderate supervision, provides customers with assistance regarding Transit Access Pass (TAP) services and usage, documents all call activity comments and/or complaints utilizing designated computer system, and responds to issues with TAP cards by advocating for customers with specific agencies.

• Provides information and solutions to customers regarding TAP services in timely manner

• Disseminates TAP information for participating agencies including Metro, Foothill Transit, and other associated agencies

• Assists with balance transfers and refund processing for TAP cards

• Process replacements for lost or stolen TAP cards

• Provides balance information on TAP cards

• Utilizes computer system to organize and process customer comments and complaints

• Drafts succinct and accurate correspondence and accounts of customer comments utilizing proper English, precise spelling and grammar, and correct punctuation

• Operates TAPforce, calculator, fax machine, personal computer, and other 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)

• TAP card products, services, and usage

• Agency and interagency policies and fares for regional carriersPublic transit systems

• Principles of business and telephone etiquette

• Basic money and time management concepts

• Correct English grammar, spelling, and punctuation

• Proper techniques for handling credit card transactions and accurate recordkeeping

• Basic math skills

• General office practices and procedures

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

• Communicating and distributing information by telephone, computer systems, or other communication channels in a clear, concise, accurate, and tactful manner

• Understanding and conveying intricate information using complex systems and other assorted reference materials

• Communicating effectively orally and in writing

• Analyzing situations, identifying problems, and applying appropriate solutions

• Exercising sound judgment and creativity in making decisions

• Operating a personal computer and general office equipment

• Using Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook

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

• Meet time constraints and deadlines

• Multi-task

• Compile and analyze data and complete forms

• Understand and follow oral and written instructions and procedures

• Handle highly confidential information

• Communicate effectively and interact with the public and others in a courteous, professional manner, particularly when under duress or encountering an upset customer

• Adapt to change and control emotions in stressful situations

• Type 30 net words per minute

• 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 Call Center environment performing customer service and clerical office duties

Certifications/Licenses/Special Requirements

• Ability to understand and speak a language other than English may be required for some positions

• Must be able to work various hours with various days off

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