Senior Customer Relations Representative

Job Description:

Senior Customer Relations Representative

Description

SUMMARY

PURPOSE OF POSITION
The Senior Customer Relations Representative will provide information, respond to customer inquiries, support passenger flow, and support fare media sales at Metrolink stations.

This is a classified position represented by Amalgamated Transit Union, ATU Local 1277, per the Collective Bargaining Agreement (CBA) dated January 1, 2023, through June 30, 2026.

Hourly Rate:
$25.0397 per hour.

CRR Promotional Opportunity:
$30.0476 per hour.

TO APPLY: This recruitment is In/Out, with a first review date of December 6, 2024. Interested applicants are encouraged to apply immediately.

DISTINGUISHING CHARACTERISTICS
The Senior Customer Relations Representative may perform under limited supervision or under limited direction. Incumbent possesses considerable latitude to accomplish tasks, which may include lead worker duties.
SUPERVISION EXERCISED AND RECEIVED

• Receives supervision from departmental management/supervisory level roles.
• This position has no formal supervisory responsibilities and may lead the work of lower-level staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.

• Provide Metrolink riders with information on using the rail system, reading the train timetable, using ticket vending machines, fare policies, making connections, and create a positive passenger experience.
• Serve as the primary point of contact for train riders, inform customers at the train platforms during service disruptions, make public address announcements, and assist to prevent unnecessary delays to passengers.
• Sell Metrolink tickets, processing debit and credit sales, make ticket adjustments, and process customer refunds.
• Handle and account for all cash including preparing and balancing of the cash drawer, preparing bank deposits, and operating the Ticket Office Machine (TOM).
• Order and maintain a current inventory of pre-printed ticket stock and all current Metrolink published materials including brochures, train schedules, maps, forms, special events and special trains, etc.
• Provide support to school groups to ensure safe travel, appropriate fare media, and assistance with vouchers.
• Maintain Metrolink kiosks at all stations with current rider updates, special event literature, and other related materials as needed.
• Coordinate lost and found returns, contact customers regarding items, and recording feedback into the customer database.
• Coordinate passenger use of alternate transportation during service disruptions or planned outages at Metrolink stations, and report transportation issues to the appropriate personnel.
• Inform customers on rail safety issues, report trespasser and vandalism incidents to Metrolink security, and respond to emergency situations or customer service-related problems as directed.
• May lead the work of lower-level staff.
• Perform other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM ESSENTIAL JOB FUNCTIONS

Education and Experience

• High school diploma, GED or its equivalent.
• A minimum of three (3) years of work experience with providing customer service to the general public.
• A minimum of one (1) year of work experience with a proven track record of success working as a project lead or with a cross functional team in a lead role.
• A combination of training, education and or experience that provides the required knowledge, skills and abilities may be considered when determining minimum qualifications. Advanced relevant coursework may also substitute for a portion of required experience.
• Valid Class C Driver's License with a satisfactory driving record of no more than two (2) moving violations and no DUI's within the last three (3) years.

Knowledge, Skills, and Abilities
Knowledge of :

• Principles and practices of customer relations.
• Effective telephone techniques, etiquette, and customer service General business practices and procedures.
• Principles and techniques of communication, with emphasis upon both verbal and writing skills.
• Techniques to identify or determine the root cause of an issue to resolve complaints.
• Applicable federal, state, and local laws, rules, and regulations for public transit, such as the Americans with Disabilities Act.
• Office management procedures and time management principles.
• Office practices, procedures, and equipment.
• Computer software skills, including word processing, spreadsheets, and database applications such as MS Office programs, including Outlook, Word, Excel, and other related software applications.
• Principles of business letter writing and report preparation with a specific focus on correct spelling, grammar, and punctuation.
• Principles of customer relations management record keeping data collection, data management, and research techniques.
• Metrolink territory, including routes, fares, and service changes due to external forces, i.e., construction and service interruptions.
• Contracted transportation services.
• Basic arithmetic computations.

Skilled in :

• Use of Microsoft Office.
• Cash handling.
• Responding professionally to different customer situations.
• Presenting information to customers and staff.
• Writing correspondence.

Ability to :

• Communicate with strong interpersonal skills using tact, empathy, patience, and courtesy. Work under pressure to resolve difficult issues in real-time.
• Ensure a high degree of accuracy and attention to detail.
• Communicate clearly and concisely with tact and diplomacy with the public, management, and other internal/external customers.
• Prioritize, organize, and perform multiple responsibilities or projects simultaneously, making decisions independently and taking ownership of wide-ranging responsibilities that also meet time constraints and deadlines.
• Work independently and proactively, either alone or as part of a team, and exercise sound judgment to resolve issues and or/find ways to improve the reporting process. Initiate, organize, and follow up on work.
• Interpret and explain policies and procedures.
• Establish and maintain working relationships.

PHYSICAL REQUIREMENTS

• Transition between a stationary position at a desk or work location and move about Metrolink facilities or other work site locations.
• Operate tools, such as computers, office equipment, and work-related machinery, to perform the duties of the position.
• Transport equipment or boxes up to 25 lbs.
• Exchange ideas by means of communication.
• Visual acuity to detect, identify, and observe employees or train movement and any barriers to movement when working on or near railroad tracks.
• Hear and perceive the nature of sounds when working on or near railroad tracks.
• Balance, ascend/descend, climb, kneel, stoop, bend, crouch, or crawl within assigned working conditions and or locations.

Working Conditions
Position will work in an outdoor environment with possible exposure to changes in weather conditions, individuals who are hostile or irate, moving mechanical parts, and loud noises (85+ decibels, such as heavy trucks, construction, etc.) The position may require work in a normal office environment with little exposure to excessive noise, dust, or temperature.

SUPPLEMENTAL INFORMATION

Selection Process:

Following a review of resumes and/or applications, the most highly qualified candidates will be invited to continue in the selection process. Eligible applicants will be notified of the exact time and place of assessments and interview. Candidates will be interviewed to determine their relative knowledge, skills and ability in job related areas. Offers of employment may be contingent upon successful completion of a reference check, including degree verification and criminal records check provided through SCRRA.

Internal Candidates: Employees with active discipline as defined in the HR Policy No. 5.3 Positive Discipline Program and/or with performance that does not meet the standard for "meets expectations" as defined in the Performance Planning and Appraisal Process may be precluded from consideration and placement in the position.

In compliance with the Americans with Disabilities Act, the SCRRA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

The SCRRA is an Equal Opportunity Employer. EEO/ADA

MEDICAL
SCRRA offers a choice of health plan options provided through the California Public Employees' Retirement System (CalPERS). You may choose from Health Maintenance Organization (HMO) plans and Preferred Provider Organization (PPO) plans. Some health plans are only available in certain counties and/or zip codes.

SCRRA will contribute 87.50 percent and you will contribute 12.50 percent of the premium for coverage of you and your eligible dependents.

You may waive coverage if you are covered under another group health plan; you must provide proof. Once you waive coverage, you will only be allowed to enroll during Open Enrollment or within 60 days from the date on which your other coverage is no longer available (proof is required). If you elect to waive coverage, you will receive $300.00 per month taxable earnings, paid in two installments of $150 each on the first two paychecks of the month. A retiree or an employee who is a spouse, child, or any other eligible dependent of another SCRRA employee is not eligible for the opt out/cash in lieu credit if he/she is covered under a SCRRA health plan.

Eligibility begins the first of the month following hire date or qualifying event.

DENTAL
SCRRA offers two dental options provided by Delta Dental. Under the DeltaCare (HMO) program, you must select a contract dentist within their network to perform your dental services. If you require treatment from a specialist, your contract dentist will handle the referral. Many services are covered at no cost to you. A co-payment applies for other services.

The Delta Dental PPO plan allows you to visit a dentist of your choice, change dentists at any time, go to a dental specialist of your choice, receive dental care anywhere in the world, and save on out-of-pocket expenses when you visit a PPO network dental office.

SCRRA pays the full premium for coverage of you and your eligible dependents under both plans.

Eligibility begins the first of the month following hire date or qualifying event.

VISION
SCRRA offers two (2) vision plans through Vision Service Plan (VSP), providing coverage for eye examinations, prescription eyewear and contact lenses through network providers. You have the option of seeing out-of-network providers, but full reimbursement is not guaranteed.

VSP has contracted with many laser surgery facilities and doctors, offering you a discount on PRK and LASIK surgeries.

If you enroll in the VSP Basic Plan, SCRRA pays the full premium for coverage of you and your eligible dependents. If you enroll in the VSP Buy-up Plan, which offers enhanced vision benefits, you pay the difference between the cost of the Basic Plan and the Buy-up Plan.

Eligibility begins the first of the month following hire date or qualifying event.

FLEXIBLE SPENDING ACCOUNTS
Flexible Spending Accounts (FSA) allow for the deferral of pre-tax dollars to be used for reimbursement of eligible medical and dependent care expenses. You can set aside up to $3,050 for health care expenses and $5,000 per family for dependent care expenses annually.

Eligibility begins the first of the month following hire date or a qualifying event.

GROUP TERM LIFE INSURANCE
SCRRA provides for an amount equal to one (1) time your annual salary, rounded to the nearest $1,000, to a maximum of $200,000. Your life insurance benefit will reduce to 65% at age 65 and 55% at age 70.

IRS regulations require that the portion of Group Term Life (“G.T.L.”) insurance benefits provided to you by SCRRA, which exceeds $50,000, be added to your Federal, State, and Medicare taxable earnings for W-2 reporting. This amount is reflected on your pay statements each pay period in the “Other Benefits and Information” section.

In addition, SCRRA offers a voluntary plan, which may be purchased in increments of $10,000 to a maximum of $100,000 without evidence of insurability (initial enrollment period only) and up to 5 times your salary to a maximum of $500,000 with evidence of insurability. Dependent life options are also available. The voluntary plan is portable; you may retain it if you leave SCRRA and pay the premium.

Eligibility begins the first of the month following hire date or qualifying event.

ACCIDENTAL DEATH & DISMEMBERMENT
SCRRA provides for an amount equal to one (1) time your annual salary, rounded to the nearest $1,000, up to a maximum of $200,000. Your AD&D insurance benefit will reduce to 65% at age 65 and 55% at age 70.

In addition, SCRRA offers a voluntary plan, which may be purchased in increments of $10,000, subject to a maximum of the lesser of 5 times your annual salary or $500,000. Dependent AD&D options are also available.

Eligibility begins the first of the month following hire date or qualifying event.

SHORT TERM DISABILITY
You are covered under the California State Disability Insurance (SDI) Program. Your maximum benefit amount is 52 times your weekly benefit amount or the total wages subject to SDI tax paid in your base period, whichever is less. Employees pay a mandatory contribution, through payroll deductions, for coverage under the SDI program. The contribution rate for 2023 is 0.9 percent of earnings. The SDI taxable wage limit is $153,164, with a maximum withholding of $1,378.48 per employee for calendar year 2023.

LONG TERM DISABILITY
SCRRA provides for income replacement of 60 percent of monthly earnings subject to a maximum benefit of $7,500 per month up to age 65. To qualify, you must be on disability for 90 days. (Note: there is a pre-existing condition clause in this program.)

Eligibility begins the first of the month following hire date or qualifying event.

VOLUNTARY BENEFITS
SCRRA offers the following employee-paid voluntary benefits, provided by Aflac:

• Group Accident Insurance helps pay for out-of-pocket costs that arise from covered accidents, such as fractures, dislocations, and lacerations.
• Group Critical Illness Insurance helps pay for the expected and unexpected expenses that arise from diagnosis of a covered critical illness, such as cancer (internal or invasive), heart attack, stroke, end-stage renal failure or a major organ transplant.
• Group Hospital Indemnity Insurance helps pay for the out-of-pocket costs associated with a hospital stay, including benefits for hospital confinement, hospital admission, hospital intensive care and intermediate intensive care step-down unit.
• Group Short-Term Disability Insurance pays a monthly benefit directly to an employee who is off work due to an injury or illness for up to three (3) months after a seven (7) day waiting period.

Eligibility begins the first of the month following hire date or qualifying event.

HOLIDAYS
SCRRA observes twelve (12) holidays a year: New Year's Day, Martin Luther King Day, President’s Day, Cesar Chavez Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, and Christmas Day.

PAID TIME OFF (PTO)
SCRRA provides employees with Paid Time Off (PTO) for vacations, illnesses, injuries, medical/dental appointments, religious holidays, personal business, and emergencies as follows:

Effective April 30, 2023, Metrolink’s CEO, at their sole discretion, may count prior service at a public transportation or public agency, or rail transportation company to increase a new hire’s PTO accrual rate. Any employee who, prior to May 1, 2023, was granted additional service credit for outside employment for PTO accrual rate purposes shall retain such credit.

EMPLOYEE ASSISTANCE PROGRAM (EAP)
SCRRA offers you and your immediate and dependent family members confidential counseling 24 hours a day, 7 days a week for family, personal, work-related and substance abuse issues through the EAP. You are entitled to a telephone session(s) with a trained EAP professional to assess the nature of the problem and provide a referral for additional assistance, if needed. Services also include three (3) face-to-face counseling sessions per family member per six (6) month period.

HEALTH ADVOCACY SERVICES
SCRRA offers you and your eligible dependents free health advocacy services through Health Advocate. You are entitled to unlimited calls with trained professionals who can help you navigate the healthcare and insurance systems.

RETIREMENT PLAN
The SCRRA contracts with the California Public Employees' Retirement System (CalPERS). You pay an 8.00 percent employee contribution and SCRRA pays an employer contribution, which varies each year. To be eligible for service retirement, you must be at least age 52 and have a minimum of five (5) years of CalPERS-credited service. Upon retirement you are entitled to a monthly retirement benefit based on your years of credited service, age, and average compensation during your last three (3) years of service (“final compensation”). The retirement formula for New Members is 2%@62, which means at age 62, you receive 2 percent of your final compensation for every year of service.

Upon separation from employment with less than 5 years of credited service, you may request a refund of your employee contributions only, including interest, and end your membership with CalPERS, or leave it in your account and retain your service credit should you decide to work for another CalPERS-covered agency. If you are vested upon separation but do not retire, you may leave your contributions in your account until retirement or elect a refund.

SOCIAL SECURITY
You do not participate in Social Security except for Medicare. You will contribute 1.45 percent of your pay to cover the hospital insurance portion of Medicare.

Additional Medicare Hospital Insurance Tax:As of January 1, 2013, employees are required to pay an additional 0.9 percent Medicare tax on earnings above $200,000 (for those who file an individual return) or $250,000 (for those who file a joint return). This additional hospital insurance tax is not reflected in the rate above.

RETIREE MEDICAL
Represented (ATU) employees hired before 3/1/19: You will be eligible for medical coverage when you retire if your separation date and retirement date are within 120 days of each other. SCRRA pays the same amount for retirees as it does for active employees, which is currently 87.50 percent, and you pay 12.50 percent of the applicable premium.

Represented (ATU) employees hired on or after 3/1/19*: You will be eligible for medical coverage when you retire if your separation date and retirement date are within 120 days of each other and you have a minimum of 10 years of credited CalPERS service, five of which must be performed at SCRRA. SCRRA pays a percentage of the state annuitant contribution rate** in accordance with the vesting schedule below:

DEFERRED COMPENSATION PLAN (457)
You are eligible to set aside a portion of your current income without paying taxes on that money until it is received later during retirement when taxes may be lower. In 2023, you can defer up to 100 percent of your gross compensation or $22,500 annually, whichever is less (“normal contribution limit”). You may make an additional $7,500 contribution to the plan if you are age 50 and older. If you are at least within three years of the age in which you are eligible to receive unreduced benefits under our CalPERS retirement plan, you may be able to contribute up to double the normal contribution limit, or $45,000, if there were any years in which you did not contribute the normal contribution limit.

TRANSPORTATION PASSES
You may use your employee badge for unlimited free access to all Metrolink lines and trains. Your badge cannot be used on connecting public transportation. However, if you commute to/from work on Metrolink on a regular basis and need to connect to other public transportation (e.g., Metro Red or Purple Line) you can be issued a Metrolink pass with the appropriate station pair or a TAP card, which will give you access to connecting transportation. Employees who have a business need to ride Metrolink system-wide, including but not limited to the Executive Leadership Team (XLT), will be issued a system-wide Metrolink pass, which can be used on all Metrolink trains and connecting transportation.

You are also eligible to receive a free transit pass to ride any greater Los Angeles area transit system other than Metrolink (such as, Metro, Foothill Transit, LADOT, and LOSSAN) for commuting purposes. The commuter transit pass has a value up to the monthly maximum tax-free transit pass amount established by the Internal Revenue Service ($300 in 2023). You are responsible for any transit fares above the IRS monthly cap. To receive this benefit, the SCRRA requires each employee to use public transportation to commute to and from work three (3) or more days per week.

Employees may purchase a monthly Metrolink pass for their eligible dependents at a fifty percent (50%) discount. The employee’s share of the fare will be deducted from the employee’s paycheck each pay period.

Eligible retirees who retire from Metrolink within one-hundred twenty (120) days of their separation date and have at least five (5) years of Metrolink service will receive a system-wide Metrolink pass for themselves and their eligible dependents as part of their retiree benefits. These system-wide Metrolink passes cannot be used to connect to other public transportation.

OTHER BENEFITS
Educational Assistance - SCRRA will reimburse an employee up to $1,000 per fiscal year for tuition, books and mandatory student fees for courses that are relevant to employment. No reimbursement is allowed for parking.

Professional Memberships - SCRRA pays up to $300 per year for professional memberships.

Credit Union Membership - SCRRA offers credit union services for employees and their family members, provided by Northrup Grumman Federal Credit Union.

Jury Duty - SCRRA will continue an employee's salary during any non-voluntary jury service up to a maximum of ten (10) working days.

Pregnancy Disability and Family and Medical Leaves - A leave of absence may be paid or unpaid and shall be granted in accordance with applicable federal and state laws, and SCRRA policy. Refer to the Human Resource Policies and Procedures Manual for more detailed information.

Bereavement Leave - In the event of death in an employee’s immediate family, the agency grants up to three (3) working days, with pay, to handle family affairs and to attend the funeral. When an employee needs to travel outside the radius of the five (5) member agencies due to the death of an immediate family member, the Authority grants up to five (5) working days, with pay. An employee can take two (2) additional bereavement days as either unpaid or PTO and as required by law.

Military Leave - Employees will be paid for the annually required active period. At the discretion of the Chief Executive Officer, and with Board notification, paid military leave may be granted beyond what is provided by the applicable state law.

Critical Incident Stress Days - Employees who are directly involved in a critical incident, as defined in the CBA, shall be provided three (3) days of paid administrative leave and shall make contact with the Employee Assistance Program or their selected mental health provider. Any affected employee shall be relieved of duty and paid for the remainder of their shift immediately following any required reporting. The three (3) days of paid administrative leave shall begin the day following the witnessed incident.

Additional benefits for employees in the Customer Relations Representative (CRR) and Senior Customer Relations Representative (SCRR) classifications:

Parking - CRRS and SCRRs shall be eligible for monthly parking reimbursement at Los Angeles Union Station (Gateway Parking) as a transportation option. An employee choosing this option shall pay for the access card and submit the monthly parking receipt to Human Resources for reimbursement. CRRs and SCRRs are only entitled to one form of paid transportation, either parking reimbursement or a transportation pass. CRRs and SCRRs may change transportation options for the following month so long as they notify a Human Resources Manager before the end of the month that they are changing their transportation option.

Uniforms - Metrolink shall provide uniforms to CRRs and SCRRs eight (8) shirts (in any combination of long or short sleeve), one (1) windbreaker jacket and one (1) hat and one (1) beanie). Metrolink shall not issue any pants. Effective the first full pay period in January, Metrolink will provide a $225 stipend for employees to purchase their own (solid) black pants (no jeans, sweats, leggings). New hires will receive a pro-rated stipend for purchase of pants based on their hire date. Metrolink shall also order employees with a parka within one (1) week of a CRR or SCRR’s initial hire date. Parkas shall only be replaced if the employee shows that the parka is damaged or no longer useable. Employees are responsible for laundering their uniforms. Metrolink shall replace damaged or unusable uniform items (minus the pants) within three (3) business days of the employee returning the damaged or unusable item to a supervisor. CRRs and SCRRs may wear one (1) Union emblem (e.g., pin or button) on their uniform.

Salary:

See Position Description