Customer Relations Specialist
OCTA•Orange, CA
•$31 - $43•Onsite
About The Position
Under general supervision, investigates customer comments and complaints regarding the OC Bus system, OC ACCESS service, 91 Express Lanes and various other agency services and projects; strategizes resolutions and provides both verbal and written responses to customers. Responds to escalated and difficult customer calls. When assigned to oversee the contracted customer information center, provides training, communicates, and troubleshoots policy and procedural issues, and prepares and reports operational statistics. Compiles and analyzes customer comment statistics for reporting.
Requirements
- Bachelor's degree or an equivalent combination of education and experience
- Strong communication, customer service, and problem-solving skills
- Minimum 3 years of customer service experience
Nice To Haves
- Knowledge of Orange County demographics and transportation issues is a plus
- Bilingual in Spanish (spoken and written) is highly desirable
Responsibilities
- Respond to customer emails, letters, social media comments, and escalated inquiries
- Investigate and resolve customer concerns while ensuring timely and professional communication
- Monitor customer feedback, identify trends, and recommend service improvements
- Prepare reports and correspondence for management and executive leadership
- Collaborate with internal teams and serve as a liaison with customer service operations
- Ensure accurate public communications and maintain confidential information
Benefits
- Stability and growth with a respected public agency
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
