Los Angeles County Metropolitan Transportation Authority

Job Specification




Pay Grade
Job Summary
Under moderate supervision, responds to telephone and walk-in inquires, complaints, commendations, suggestions, etc., from Metro customers and the general public, and utilizes that information and to improve the Metro service experience.
Duties and Responsibilities
  • 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

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)
  • 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

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

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

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

Certifications/Licenses/Special Requirements
  • Ability to understand and speak a language other than English may be required at times
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 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


Job GroupJob Class CodeFLSA StatusDate OriginatedDate Revised

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