Customer Relations Representative

Southern California Regional Rail Authority•Los Angeles, CA

2d•Hybrid

About The Position

The 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 July 1, 2026, through June 30, 2027. Starting Hourly Rate: $24.1403. Applications will be reviewed and those most qualified will be forwarded to the hiring authority for consideration. The first review of applications begins July 22, 2026. Interested applicants are encouraged to apply immediately. This is the career level of the Customer Relations Representative series. At this level, the incumbent has some latitude for independent judgment and may vary work methods and procedures, but usually within prescribed parameters. Receives supervision from departmental management/supervisory level roles. This position has no formal supervisory responsibilities.

Requirements

High school diploma, GED, or its equivalent.
A minimum of three (3) years of work experience in a customer service role interacting with and providing a service that may be measured by customer satisfaction.
Must pass the computer-based assessment.
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 the 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 years.
Knowledge Of : Principles and practices of customer relations; effective telephone techniques, etiquette, and customer service; and 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 complex 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.

Nice To Haves

None

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.