Hybrid CUSTOMER RELATIONS OFFICER bei Los Angeles County Metropolitan Transportation Authority

About the Department

Position Overview

This position will also be responsible for researching incidents and complaints including difficult and sensitive problems and interfacing with management at all levels of the organization to resolve issues. This position will also attend agency meetings and represents the department to improve service and address customer’s needs.

Recruitment Timelines: Interviews are projected to be scheduled for the week of October 6, 2025. These dates are subject to change. We encourage you to monitor your governmentjobs.com profile and emails for the latest updates.

Application cut-off: Please be aware that only the first 100 applicants will be guaranteed consideration for this position.

Position Duties

• Evaluates, processes, and responds in writing to customer requests, inquiries, complaints, and concerns received by mail, e-mail, or telephone, in a timely manner

• Researches incidents and complaints, including difficult and sensitive problems, and interfaces with management at all levels of the organization to resolve issues

• Handles difficult telephone and walk-in customers in the manager's absence

• Trains new staff and reviews new staffs' correspondence prior to submitting to the Communications Manager for approval

• Reviews and applies Metro's policies and procedures, gathers information and seeks input from departmental experts to investigate and resolve customer complaints or issues for senior management, Metro Board member, or elected officials; provides reports to appropriate business unit

• Responds to the concerns of elected officials, customers, and business community with clarity, tact, and professionalism

• Receives, researches, and resolves sensitive or more complex complaints referred from the Chief Executive Office, elected officials, board members, and community leaders

• Assists in directing workflow and represents Manager at various internal and external meetings

• Works with and makes recommendations to department and division personnel to correct on-street service-related problems and enhance service

• Serves as focal point of American with Disability Act (ADA) related reports, issues, and complaints by informing ADA task force members and documenting their input

• Develops and provides responses to customers with ADA issues based on collective input, ADA guidelines, and organization policy

• Networks with external agencies including law enforcement, other transit providers, private sector, and public agencies to coordinate and resolve transit services and issues

• Receives, acknowledges, and forwards public comments to appropriate staff for their final disposition

• Attends agency meetings and represents the department in an effort to improve service, address customers' needs, and keep up to date on current and proposed activities and programs

• Promotes Metro transit services by disseminating public information, assisting in or attending special events, and interacting with community groups to obtain their input

• Maintains records and prepares periodic reports and correspondence

• Maintains information and reference materials for use in responding to future inquiries

• Performs managerial duties when the Manager is unavailable

• 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

• Bachelor's Degree in Communications, Journalism, English, Marketing, or a related field

Experience

• One year of relevant experience writing correspondence/reports in a public relations environment

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

Preferred Qualifications

Preferred Qualifications (PQs) are used to identify relevant knowledge, skills, and abilities (KSAs) as determined by business necessity. These criteria are considered preferred qualifications and are not intended to serve as minimum requirements for the position. PQs will help support selection decisions throughout the recruitment. In addition, applicants who possess these PQs will not automatically be selected.

The following are the preferred qualifications:

• Experience supporting public transit operations through interagency collaboration, demonstrating knowledge in transit service implementation, stakeholder engagement, and coordination with law enforcement and other public agencies
• Experience composing formal documents, including detailed reports, investigative summaries, and official correspondence for use by public agencies, senior leadership, and outside stakeholders
• Experience using business writing tools and software, including Microsoft Office Suite (Word, Excel, Outlook), while creating and maintaining organized digital records and databases
• Experience working independently and adapting to shifting priorities in fast-paced, high-pressure environments while maintaining focus and delivering results
• Experience identifying and analyzing customer feedback to uncover patterns and insights, leading to informed recommendations that enhance service delivery or policy effectiveness

 

Other Qualifications

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Theories, principles, and practices of customer relations
• Research and analytical techniques, methods, and procedures
• Report preparation methods
• Protocols for communicating with and for public agencies
• Applicable business software applications

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

• Performing public relations work in support of major transit services and programs
• Analyzing situations, identifying problems, recommending solutions, and evaluating outcomes
• Communicating effectively orally and in writing
• Interacting professionally with the public, outside representatives and various levels of Metro employees
• Operating computers and office machinery

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

• Represent Metro before the public
• Write clear, concise and comprehensive reports and correspondence
• Coordinate multiple projects and meet critical deadlines
• Understand, interpret, and apply relevant policies, laws, regulations, and contracts
• Read, write, speak, and understand English

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

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