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Customer Service Representative


Under direct or general supervision, provides information and assistance to passengers and the public regarding transit services, including route and scheduling information; processes personalized transit trip requests; distributes transit information materials; assists with public information programs; sells transit tickets and passes; processes reduced fare applications and issues identification cards; performs clerical functions; and performs related work as assigned.


Supervision Recieved & Exercised

Receives general or direct supervision from the Customer Satisfaction Supervisor and Customer Service Manager. Exercises no supervision of staff.

Class Characteristics

Customer Service Representative I: This is the entry-level class in the Customer Service Representative series providing general customer service support. Positions perform more routine tasks and duties than the Customer Service Representative II level and exercise less independent discretion and judgment in matters related to work procedures and methods. Initially, work is closely supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Advancement to level II is based upon demonstrated proficiency in performing the assigned functions, and is at the discretion of higher-level supervisory or management staff.

Customer Service Representative II: This is the full journey-level class in the Customer Service Representative series performing the full range of customer service duties including cashiering, data entry, public contact and general office support duties with only occasional instruction or assistance. Positions at this level are distinguished from the Customer Service Representative I level by the performance of the full range of duties as assigned, working independently, applying well developed customer service knowledge, and exercising more independent judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit. Work is normally reviewed only upon completion and for overall results. Positions in this class series are flexibly staffed and positions at the Customer Service Representative II level are normally filled by advancement from the Customer Service Representative I level.

Examples of Typical Job Functions (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
  • Receives inquires, comments and complaints and provides information to the public through a variety of service delivery methods including person-to-person at the counter, over the telephone, or by written correspondence through the mail or internet; provides an explanation of laws, rules, policies, procedures, programs; provides transit information including rates, schedules, routes, service changes, and service expansions.

  • Receives and records service complaints and service improvement requests; logs inquiries, comments and complaints to database; completes complaint forms; ascertains and evaluates information, determines corrective course of action; monitors the progress of issue resolution; and reports outcomes to passengers and management; closes out the complaint form and files when complete; escalates complex and/or sensitive complaints to Senior Customer Service Representative or Supervisor.

  • Processes reduced fare applications, verifies eligibility requirements are met by validating age or disability; performs administrative and clerical duties including data entry, lamination, and delivery of passes to customer through the mail, or in person.

  • Performs cashiering duties including balancing cash registers, making deposit bags, and verifying balances of deposit bags.

  • Sends communication, rider alerts to inform of service delays or deviations to commuter service.

  • Maintains and inventories lost and found items; donates items to charitable organizations in adherence to the retention/disposal policies.

  • Conducts school presentations and other public presentations to a variety of civic groups regarding reduced fare and other programs.

  • Performs general office duties including typing and filing and routine administrative details; including opening and closing the lobby, processing new employee and visitor badges, sorting and processing incoming and outgoing mail.

  • Performs related work as assigned.


Knowledge of:
  • Telephone courtesy and techniques for delivering excellent customer service.

  • Principles and practices of public information distribution.

  • Principles and practices of training, motivating.

  • Principles and practices of public transportation operations.

  • Principles of public relations.

  • Principles and practices of current social media and mobile device trends for provision of transit service information to the public.

  • Business letter writing and basic report preparation.

  • Modern office practices, methods, and computer equipment and applications related to the work.

  • English usage, grammar, spelling, vocabulary, and punctuation.

  • Techniques for effectively representing the Authority in contacts with governmental agencies and various business, professional, educational, regulatory, and legislative organizations.

  • Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and Authority staff.

Ability to:
  • Understand and carry out all phases of work by interpretation and application of policies, rules, and procedures.

  • Operate a computer terminal to input and retrieve data, assemble and sort data and records, and to lay out and produce a variety of database records and reports.

  • Operate modern office equipment including computer equipment and specialized software applications.

  • Maintain accurate and interrelated records involving extensive and complex file systems.
  • Identify and reconcile errors.

  • Use good judgment in choosing among available alternatives to solve work problems, recognizing scope of authority, and referring problems to others.

  • Apply coaching effectively and consistently.

  • Maintain accurate records and prepare necessary paperwork.

  • Understand, support and interpret the Authority’s policies and regulations to subordinates.

  • Organize and prioritize a variety of multiple tasks in an effective and timely manner.

  • Use English effectively to communicate in person, over the telephone, and in writing.

  • Use tact, initiative, prudence, and judgment within general policy, procedural, and legal guidelines.

  • Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.
A typical way to obtain the required qualifications would be:

Equivalent to the completion of the twelfth (12th) grade supplemented by specialized course work in office practices, data processing, accounting, public relations, or a closely related field.

Customer Service Representative I: One (1) year of general office, customer service and/or financial recordkeeping experience.

Customer Service Representative II: Two (2) years of experience of general office, customer service and /or recordkeeping experience with at least one (1) year equivalent to that of a Customer Service Representative I with AVTA and demonstrated technical proficiency.

Licenses and Certifications:
  • Possession of, or ability to obtain, a valid California Driver’s License by time of appointment.

Physical Demands

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.

Environmental Elements

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Working Conditions

Must be able to work evenings, weekends, and holidays.

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