• Receives inbound telephone calls and in-person input from Metro customers and the general public regarding transit operations and other transportation-related issues

• Gathers detailed information in a courteous and tactful manner to respond in accordance with Metro′s policies, procedures, and operational directives

• Prepares brief, detailed narrative reports based on customer/public information collected assigning appropriate codes and categorizes, and forwards the report to the correct department/division; enters completed reports into a computerized tracking system

• Receives and compiles selected customer/public letters or e-mails from professional staff, regarding complaints, refunds, feedback, etc.; accurately interprets the customer′s comments; and summarizes, codes, categorizes and enters them into a computerized tracking system for archiving purposes

• 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

• Telephone etiquette, computer skills, and general office practices and procedures

• Published transit timetables, maps, routes, fares, and schedules

• Correct English grammar, spelling, and punctuation

• Metro applications to research customer complaints

• Applicable business software applications

• Understanding and explaining information about bus routes, tariffs, transfer policies, and resolutions, and advising patrons on Metro policies

• Archiving and purging customer complaints, comments, refunds, etc.

• Communicating effectively orally and in writing

• Using proper etiquette for telephone and in-person customer service

• Troubleshooting and correcting operational problems

• Operating personal computers and general office equipment

• Problem solve

• Work independently in a structured environment

• Multi-task

• Meet tight time constraints and deadlines

• Be a good listener and respond appropriately

• Type 30 words per minute

• Deal tactfully and effectively with the public and other departmental personnel in frequently stressful circumstances

• Compose brief and accurate reports based on passenger information collected, using proper English spelling, grammar, and punctuation

• Proofread work produced for completeness and accuracy

• Read, write, speak, and understand English

• None Required

• One year of relevant experience within the last two years performing customer service duties face-to-face or over the telephone

• Ability to understand and speak a language other than English may be required at times

• Typical office situation

• Close exposure to computer monitors and video screen

• 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