SSE - Customer Engagement Representative

The Southern California Regional Rail Authority (SCRRA), operator of the METROLINK Commuter Rail System, is seeking a temporary Customer Engagement Representative (CER) to assist passengers on board Metrolink trains, respond to customer inquiries, and to purchase tickets. This position will have varying work locations in the SCRRA service area and hours based on the business needs of the SCRRA.

TO APPLY: This is a continuous recruitment with the first review of applications beginning Friday, May 11, 2018. Interested applicants are encouraged to apply immediately. 

Under the leadership of the Lead Customer Engagement Representative, this position is responsible for the following:

• Provide passengers with on board information, enforce and educate on Metrolink fare policies, assist passengers with disabilities, hand out and collect customer onboard surveys and create a positive passenger experience;
• Coordinate and maintain contact with alternate transportation providers and report transportation issues to the Lead, Customer Engagement Representatives located at LAUS or field stations;
• Serve as the primary point of contact for train riders and inform customers at the train platforms during service disruptions, make public address announcements and assist to prevent unnecessary delays to passengers;
• Inform customers on rail safety issues, report trespasser and vandalism incidents to Metrolink security and respond to emergency situations and customer service related problems as directed;
• Educate and inform first time riders about using the rail system, reading the train timetable and using Ticket Vending Machines and making connections;
• Sell Metrolink tickets at LAUS including 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.;
• Liaison with school and group travel programs to ensure safe travel, appropriate fare media and assistance with vouchers;
• Provide assistance in the preparation and presentation of information for safety programs, commuter fairs and community and special events;
• Prepare electronic, public address messages and verbal announcements, activate changes to update information on address systems as changes occur and ensure the system information is accurate and up to date at all times;
• Maintain and stock Metrolink station kiosks with current timetables, special event literature and other related materials;
• Document and report to the appropriate parties equipment failures and problems at Metrolink stations, including elevators;
• Interact with the appropriate Station and City personnel regarding Metrolink station standards, procedures, improvements and maintenance; repair, test, clean and maintain station equipment and station area;
• Pick up, receive, document and secure the intake of lost and found passenger items;
• Contact customers for return of items and document all lost and found activities and customer feedback into the appropriate database;
• Work on special administrative projects;
• Perform other related duties as assigned.

Education and Experience

• High school diploma, GED or its equivalent;
• Two years of work experience in a customer service role interacting with and providing a service that may be measured by customer satisfaction;
• 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.

• Ability to respond to situations in a positive manner, which may include difficult customers and people with special needs that may require cooperation, courtesy, tact and teamwork;
• Demonstrate strong interpersonal skills, including the ability to listen, understand and interpret questions, present details in a short and concise manner;
• Demonstrate ability and willingness to show understanding for accommodating customers who are challenged, who may be disabled, have special needs and/or are unable to access SCRRA service through regular means;
• Ability to read and comprehend simple instructions, short correspondence and memos;
• Ability to write simple correspondence;
• Must have the highest standards for personal integrity and commitment to task;
• Ability to respond well under pressure and carry out assignments independent of supervision;
• Demonstrate proficiency in arithmetic and the ability to calculate figures, balance a cash drawer, post, enter, correct and balance a ledger;
• Requires hearing and talking; using hands to safely open train doors manually; be flexible and have enough manual dexterity to use various parts of the body to move from a train that may not be on a platform onto the ground to detrain customers during service disruptions;
• Lift and carry materials up to 50lbs;
• Ability to see and hear trains, signals and phone calls;
• Ability to withstand exposure to chemical, electrical, mechanical and biological factors;
• Work outdoors under various conditions and in inclement and cold weather;
• Possess sufficient manual dexterity and visual acuity to operate a computer, radio and cellular phone;
• Proficient in Microsoft Office;
• Valid Class "C" California driver's license with a satisfactory driving record of no more than 3 moving violations and no DUI's within the last 3 years.

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