Customer Relations Associate - Part Time (Temporary)

Access Services•El Monte, CA

6d•Hybrid

About The Position

The Customer Relations Associate reviews service investigations completed by contracted service providers and prepares clear, accurate responses to concerns and compliments received by riders, their constituents, or the community in general. As a subject matter expert, the Associate may conduct further research by reviewing trip records, GPS information, call recordings, and additional investigative software to make informed decisions and definitive conclusions. The Customer Relations Associate will manage the intake of customer concerns, responding in the form of telephone, email, and written communications. The primary functions required to accomplish this duty involve managing a steady volume of investigations, following established procedures and response timelines, documenting activity in the Customer Relations Management system, and completing similar investigative review and correspondence tasks throughout the day. Successful candidates should be dependable, organized, and comfortable performing detailed, repetitive work while maintaining accuracy and professionalism. While this role performs their duties at the individual level, collaborative work in a team based environment should be expected. The desired traits for this position would include strong written and verbal communication, sound judgement, and the ability to apply learned policies and procedures to manage an assigned workload with limited oversight.

Requirements

Associate degree (AA) or equivalent from an accredited two-year college in public administration, business administration, communications, human services, or a related field.
Three (3) years of customer service or public relations experience, or a combination of education and experience.
One (1) year of experience in writing concise, personalized correspondence is preferred.
Typing certificate of 40 NWPM is required.
Acceptable typing/word processing certifications must meet all of the following requirements: Certification must be verifiable and include testing agency information, such as agency name, administrator’s or proctor’s name, email, address and telephone number.
Certification must be within 12 months of application submission.
Submit typing certificate at the time of employment application submission.
Certifications submitted after the closing of the recruitment are not accepted.
Self-administered/online typing tests taken from the internet are not accepted.
Knowledge of the Americans with Disabilities Act (ADA) regulations for businesses and state and local governments.
Knowledge of objectives, programs, policies, and procedures of the assigned department.
Knowledge of proper English usage, spelling, grammar, and punctuation.
Knowledge of principles and procedures of record keeping and reporting.
Knowledge of standard business software, including word processing, spreadsheet, and database programs (Microsoft Office: Word, Excel, Outlook, PowerPoint).
Skill in operating various types of standard office equipment, including a personal computer and related software.
Skill in prioritizing responsibilities and workload to meet established deadlines.
Skill in interpersonal communications for working with coworkers and customers.
Ability to interpret, explain, and apply departmental policies and procedures.
Ability to maintain confidentiality of sensitive information.
Ability to establish and maintain courteous, cooperative, and effective working relationships with staff, management, elected officials, commission members, the general public, and others encountered in the course of work.
Ability to maintain professionalism, courtesy, and composure at all times, including in stressful situations, and handle disputes and complaints in a calm, courteous, and tactful manner.
Ability to prepare and maintain accurate and precise written documents such as reports, records, forms, and correspondence.
Ability to analyze information, data, and trends.
Ability to understand and follow oral and written instructions.
Ability to communicate clearly and concisely, orally and in writing.
Ability to perform basic arithmetic computations with speed and accuracy.
Ability to type accurately at a speed of at least 40 net words per minute.
Ability to evaluate situations, identify problems, and exercise sound independent judgment within established guidelines.
Ability to effectively oversee multiple priorities and organize workload.
Ability to work independently and efficiently with a minimum amount of direct supervision.
Have a designated workstation for a hybrid schedule.
Type at a net speed of forty (40) words per minute.

Nice To Haves

Bachelor’s degree preferred.
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.

Responsibilities

Manage an assigned queue of customer concerns and compliments while meeting established response timelines, productivity expectations, and departmental procedures.
Review investigations completed by contracted service providers to determine whether the reported concern was adequately addressed, while being supported by documented findings.
Conduct additional investigation when necessary, including reviewing trip records, GPS information, call recordings, video evidence, and other supportive investigative tools.
Identify missing, incomplete, or inconsistent information, relying on internal policy and procedure application to request clarification or additional review from the appropriate staff.
Prepare clear, accurate, and professional responses to stakeholders via telephone, email, and letter communications.
Contact riders, community members, and other stakeholders when additional information is needed, or closing out service-related inquiries and concerns.
Document investigative activity, findings, communication efforts, and investigation outcomes in the Access Customer Relations Management system.
Accurately identify and categorize customer feedback and maintain complete, supportive documentation for each assigned ticket.
Apply existing policies and procedures to both educate and inform when interacting with external stakeholders.
Recognize recurring service issues, or escalated matters and promptly review with supporting supervisory staff.
Participate in quality assurance review to confirm that investigations and responses meet departmental and contractual standards.
Assist with public meetings, agency events, emergency preparedness activities, and secondary departmental assignments as needed.
Assist in the performance of other administrative duties, which may include processing payment information, fulfilling Access coupon and ID card requests, reviewing program applications, processing visitor and eligibility requests, and preparing outgoing mail.
Other duties as assigned.