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

• 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.