Job Information

Error Icon

Los Angeles County Metropolitan Transportation Authority (LACMTA)
MTA is an equal employment opportunity employer

TCU EMPLOYMENT OPPORTUNITY

Bulletin No:
000660-013
Job Title:
CONTACT CENTER SPECIALIST
Specialty:
Closing Date:
22-FEB-19
Salary Grade:
B04
Salary Range:
Start Rate: $20.44 p/hr - Top Rate: $29.11 p/hr
External/Internal:
EXTERNAL

At Will**

Other Info:
  • The Metro Call Center operates 7 days a week
  • Must be able to work weekends and any shift between the hours of 6:00 a.m. - 7:30 p.m.
  • Must attend 4-6 weeks of mandatory full-time training Monday-Friday
  • Part-time employees who have promoted to full-time in their respective classification, shall be allowed to apply for full-time Authority-wide positions after twelve (12) months of active service in the full-time position.
  • Bilingual positions will remain on an assigned bilingual position for a period of twelve (12) months from the date of completion of the training period
  • Pay differential for bilingual is $1.50 per hour above the established rate
  • For Part-time employee benefits, see Benefits tab for more information

This bulletin is posted to establish an Eligibility List

 

This bulletin is posted to fill bilingual and non-bilingual, and part-time and full-time positions.

Basic Function

Operates telephonic and computerized information equipment to assist customers with requested public transit information.

Example Of Duties

  • Utilizes computerized telephone equipment to receive and respond to calls, emails and chats and for performance measurement
  • Operates network computer, trip planning system workforce optimization and other software applications
  • Receives and responds to inquiries from patrons regarding routes, schedules, fares and other general information
  • Provides computerized information for Metro and other transit properties
  • 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 service related information
  • Performs other related duties
  • Contributes to ensuring that the EEO policies and programs of Metro are carried out

Requirements For Employment

  • 2 years of recent experience working in a high volume Call Center assisting customers by phone performed during the last five years
  • 1 year of experience performing customer service duties face-to-face or over the telephone with experience performing office clerical duties and demonstrated computer skills
  • Must be bilingual in Spanish for bilingual position
  • Experience assisting customers using email or chat is desirable
  • Familiarity with transit, including public timetables, maps, and the ability to communicate geographical information is preferred

Knowledge:

  • Principles of business and telephone etiquette
  • General office practices and procedures
  • Microsoft Office Suite

Abilities:

  • Multitask in a fast paced work environment
  • Display exceptional organizational and problem solving skills
  • Exhibit excellent interpersonal, oral and written communication skills
  • Ask probing questions, understand customer needs and complete transactions efficiently
  • Follow oral and written instructions
  • Understand and relay complex information using computer terminals, maps, and other sources of reference
  • Convey information clearly, accurately, quickly, and courteously to the public
  • Deal tactfully and effectively with the public and other departmental personnel
  • Respond appropriately to inquiries and requests for information
  • Type with accuracy at 35 net words per minute
  • Read, write, speak, and understand English

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. (LC)

*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.