CONTACT CENTER SPECIALIST (FULL-TIME, PART-TIME, BILINGUAL, NON-BILINGUAL) - Metropolitan Transportation Authority

Metro’s mission is to provide a world-class transportation system that enhances the quality of life for all who live, work, and play within LA County.

Description

** The first 250 applicants will be guaranteed first consideration for this position. Additional applicants may be considered based on need. **  

• This bulletin is posted to fill full-time and Part time bilingual/non bilingual positions
• Pay differential for bilingual is $1.50 per hour above the established rate
• The Metro Call Center operates 7 days a week
• Applicants must be able to work weekends and any shift. Monday through Friday, shifts will be between 5:00 a.m. - 9:00 p.m. Weekend shifts will be between 6:00a.m. -6:00p.m.
• Applicants must attend 4-6 weeks of mandatory full-time training; training can take place 7 days a week

Examples of Duties

• Utilizes telephone and computerized equipment to provide route, schedule, fare, and other information to customers by fielding calls and responding to chats and emails
• Operates network computer, trip planning system workforce optimization, and other software applications
• Receives and responds to patron questions, concerns, and lost item inquiries
• Uses maps, reference books, and additional resources to determine walking instructions, detour, and other information, when required
• Informs patrons of frequency of service, required transfer points, proper fares, and transfer fees, and other transit service-related information
• 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

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:

Education

• None Required

Experience

• Two years of relevant experience working in a high-volume Call Center assisting customers by phone within the last 10 years
• One year of relevant experience performing customer service duties face-to-face or over the telephone with experience performing office clerical duties and demonstrated computer skills preferred
• Experience assisting customers using email or chat is preferred
• Familiarity with transit, including public timetables, maps, and the ability to communicate geographical information is preferred

Certifications/Licenses/Special Requirements

• Ability to understand and speak a language other than English may be required for some positions
• Required training is 40 hours per week for approximately 4 to 6 weeks

Essential Knowledge

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
• Computerized telephone information equipment
• General office practices and procedures
• Applicable business software applications

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

• Communicating effectively and tactfully, both orally and in writing
• Interacting professionally with various levels of Metro employees and outside representatives
• Asking probing questions, understanding customer needs, and completing transactions efficiently
• Responding appropriately to inquiries and requests for information

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

• Write coherent and concise responses in real time
• Display organizational, interpersonal, and problem-solving skills
• Follow oral and written instructions
• Understand and relay complex information
• Convey information clearly, accurately, courteously, and in a timely manner
• Type with accuracy at 35 net words per minute
• Multi-task in a fast-paced work environment
• Read, write, speak, and understand English

Working Conditions

• Typical office situation
• Close exposure to computer monitors and video screen
• Exposure to physical and verbal abuse by clients/customers and/or general public

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

Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro’s Equal Employment Opportunity Program. Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with Fair Chance hiring practices.

Selection Procedure

Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities.

Application Procedure

To apply, visit Metro's website at www.metro.net and complete an online Employment Application.

Computers are available to complete online Employment Applications at the following Metro location:

METRO Headquarters, Employment Office
One Gateway Plaza
Los Angeles, CA 90012

Telephone: (213) 922-6217 or persons with hearing or speech impairments can use California Relay Service 711 to contact Metro.

All completed online Employment Applications must be received by 5:00 p.m. on the closing date. 

*Open to the public and all Metro employees

This job bulletin is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.