Los Angeles County Metropolitan Transportation Authority

Job Specification




Pay Grade
Job Summary
Under moderate supervision, responds to customers regarding Bike Program inquiries to ensure the program operates successfully.
Duties and Responsibilities
  • Responds to all telephone calls, voicemails, and email inquiries regarding the Bike Program
  • Disseminates information related to Bike Programs, including bike locker rentals, referrals to other Metro bike parking options, programs, and activities in support of biking initiatives
  • Interacts with law enforcement when bike locker thefts occur
  • Processes payments and refunds via program website and through online payment services
  • Assigns bike locker keys to renters from Metro′s key inventory and mails keys to customers
  • Submits trouble tickets to repair, re-core, or provide maintenance to bike lockers
  • Notifies customers of any changes regarding the program and coordinates with appropriate Metro personnel and departments
  • Compiles information and statistics, as needed, for management
  • Updates recordkeeping system and spreadsheets to ensure accuracy of customer accounts and status of transactions, including new rentals, renewals, waitlists, overdue accounts, cancellations, comments, service requests, and complaints
  • Maintains control of inventory and program website
  • Assists customers with Metro Bike Locker website navigation
  • Arranges inspection of lockers on a rotating cycle to evaluate compliance with locker use guidelines and need for service
  • Coordinates and strategizes with Bike Programs Planning on operational improvements and changes
  • 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)
  • General office practices and procedures
  • Customer service principles and practices, and telephone etiquette
  • Applicable business software applications such as Microsoft Outlook, Word, and Excel
  • Web browsers, such as Microsoft Internet Explorer and Google Chrome
  • Correct English grammar, spelling, and punctuation
  • Proper techniques for handling credit card transactions and confidential information (Payment Card Industry Compliance)
  • Basic math

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)
  • Interacting professionally with various levels of Metro employees and outside representatives
  • Preparing reports and correspondence.
  • Operating a personal computer and peripherals, calculator, and fax machine
  • Analyzing situations and identifying problems

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)
  • Understand and follow oral and written instructions and procedures
  • Communicate and interact effectively with the public and others in a courteous, professional manner at all times, including sometimes stressful situations
  • Respond to inquiries and requests for information via telephone and email in a clear, concise, accurate, and tactful manner
  • Maintain accurate records and prepare reports of customer transactions
  • Type 30 words per minute
  • Use a computer to navigate spreadsheets and customer management systems to input, update and retrieve information
  • 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

  • Two years of relevant experience working in a customer service environment performing in-person public contact, or call center customer contact related to transit, retail or financial activities and clerical office duties; one year of relevant experience entering, updating, and retrieving information and reports in a database system such as a customer management system (CMS)

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
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.