Basic Function
Assists passengers throughout the Metro system.
Example Of Duties
Represents Metro at key station locations and transfer points, providing a visible presence of professional customer service
Provides assistance to patrons who have problems with direction, ticket vending machines, locating lost articles, or purchase and use of tickets, passes, and other materials related to Metro rail services
Documents customer complaints, inquiries, problems, or concerns, and personal observations
Reports crimes in progress to appropriate law enforcement agencies for action
Assists supervisory personnel when necessary during emergency situations
Provides assistance to large groups and passengers with special needs
May assist in the promotional preparation, presentation, and distribution of materials during Metro commuter fairs or community and special events
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
Requirements For Employment
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
Must be a current student of the Transportation Communications Union (TCU) School or 6 months of experience performing customer service duties
Certifications/Licenses/Special Requirements
A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions
Knowledge:
Basic principles of customer service
Safety precautions and procedures
Customer touchpoints
Skills:
Basic functionality of Smart Phones and Tablets
Communicating effectively with the public and Metro staff
Exercising sound judgment in emergency situations
Interacting professionally with various levels of Metro employees and outside representatives
Abilities:
Respond to inquiries and routine complaints regarding fares, frequency of service or schedules, transfers, and other Metro bus and rail related services and operations
Deal tactfully and effectively with the public, law enforcement, Metro staff and other agencies in frequently stressful situations
Represent Metro before the public
Understand and follow instructions and apply procedures
Assist customers with unique understanding of how to buy fares via customer touchpoints
Demonstrate knowledge of regional TAP products
Direct customers in usage of TAP vending machines, turnstiles, fareboxes and TAP validators
Record observations and provide daily written assessments
Distribute TAP cards and TAP literature at events and explain processes and systems
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.
To provide a world-class transportation system that enhances quality of life for all who live, work and play within LA County.
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