Customer Relations Associate

Customer Relations Associate

The Customer Relations Associate is responsible for managing the workflow of investigations and responding to service concerns and compliments from the public, including internal and external stakeholders. This position involves analyzing service issues, assessing concerns, identifying areas for improvement, as well as communicating real-time feedback and urgent trends to various departments, such as Operations, Fleet Maintenance, and Risk Management.

The Customer Relations Associate ensures that the investigation process meets the agency's contractual requirements. The Customer Relations Associate is responsible for responding to, revising, and editing written, phone, and in-person investigative findings, ensuring that the correspondence is clear and concise. Additionally, the Customer Relations Associate provides support in facilitating public meetings.

The Customer Relations Associate is a team-based role that requires excellent communication skills, critical thinking, and problem-solving abilities with strong attention to detail.

Receives direct supervision from the Project Administrator, Customer Relations. May receive indirect supervision from the Senior Customer Relations Associate as applicable. No supervision of staff is exercised.

To learn more about Access Services and its responsibilities in the greater Los Angeles region, please visit our website.

Access Services is committed to delivering outstanding quality service to every rider, a commitment that is echoed in our mission and vision statements.

Examples of Duties

Duties may include, but are not limited to, the following :

• Independently manage a ticketing queue while adhering to response timelines and procedures to ensure key performance indicators (KPIs) are met.
• Log and review customer feedback tickets, ensuring all tickets are accurately categorized.
• Collect and organize all relevant data and documentation provided to support the resolution of customer concerns and compliments within the Customer Relations Management (CRM) system.
• Research customer feedback by reviewing trip records, GPS data, video and audio recordings, etc., to verify complaint details.
• Identify root causes and patterns of recurring issues.
• Prepare formal responses in reference to the investigation findings via mail, email, and phone, addressing concerns clearly and professionally.
• Facilitate follow-up calls with customers to address service and operational-related issues.
• Conduct quality assurance audits to ensure compliance with investigative findings and reporting standards.
• Prepare and present quality assurance reports on complaints to internal and external stakeholders.
• Assist in training efforts during the onboarding of new staff.
• Participate in emergency / disaster preparedness drills and assist in actual emergency / disaster response activities.
• Attend agency-sponsored and supported events, as needed, including on select weekends.
• Support other departmental-related and administrative tasks assigned by the Customer Relations Project Administrator, including but not limited to backup reconciliation, program applications, and social media reviews.
• Support with administrative tasks as needed; tasks may include, but are not limited to, payment processing and fulfillment of coupon and Access ID card requests, as well as mail fulfillment, and processing visitor eligibility requests.
• Bilingual preferred but not required.

Typical Qualifications

A combination of education, experience, and training that has provided the necessary knowledge, skills, and abilities is required for entry into the classification. Reasonable accommodations to enable qualified individuals with disabilities to perform the essential functions may be made. A typical combination includes :

Education

Associate degree (AA) or equivalent from an accredited two-year college in public administration, business administration, or a related field.

Experience

Three (3) years of customer service or public relations experience, or a combination of education and experience. Additionally, one (1) year of experience in writing concise, personalized correspondence is preferred.

Knowledge, Skills & Abilities

Knowledge of :

Skill in :

Ability to :

Working Conditions

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Demands

While performing the duties of this class, the employee is regularly required to talk and or listen. The employee frequently is required to walk and use hands and fingers to touch, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and / or move up to ten pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.

Mental Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the office environment is usually moderate. In the course of employment, an employee may visit the service provider or other contractor's premises, which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles.

Work Environment

The noise level in the office environment is usually moderate.

In the course of employment, an employee may visit the service provider or other contractor's premises, which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles.

The Selection Process

This recruitment is open continuously to meet the Agency's needs as vacancies occur and may close at any time. Applicants who best meet job-related qualifications will be invited to participate in the examination process. Applicants will receive an email notification of their current status in the selection process. The selection examination may consist of any combination of written, performance, and / or oral appraisal exams. Examination parts will be weighed according to their relevance to the job performance criteria. This recruitment may establish an eligibility list to fill future positions in similar classifications within the organization.

Pre-employment

As a federal grantee, Access Services maintains a drug-free working environment as prescribed by the 1988 Drug-Free Workplace Act. All potential employees are required to obtain satisfactory results from an administrative screening, successfully pass a post-offer pre-employment medical exam, and obtain a verified negative pre-employment drug test administered by Access Services and its service agents.

Emergency / Disaster Response - Service Workers

All Access Services employees are designated Emergency / Disaster Response-Service Workers under state law (California Government Code Section 3100-3109). Employment with Access Services requires acknowledgment of this effect. Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency.

Immigration and Reform Control Act

In compliance with the Immigration and Reform Control Act of 1986, Access