CUSTOMER RELATIONS OFFICER

Metro’s mission is to provide a world-class transportation system that enhances the quality of life for all who live, work, and play within LA County.

Description

Position Overview
This position will also be responsible for researching incidents and complaints including difficult and sensitive problems and interfacing with management at all levels of the organization to resolve issues. This position will also attend agency meetings and represents the department to improve service and address customer’s needs.

Recruitment Timelines : Interviews are projected to be scheduled for the week of October 6 , 2025 . These dates are subject to change. We encourage you to monitor your governmentjobs.com profile and emails for the latest updates.

Application cut-off: Please be aware that only the first 100 applicants will be guaranteed consideration for this position.

Examples of Duties

• Evaluates, processes, and responds in writing to customer requests, inquiries, complaints, and concerns received by mail, e-mail, or telephone, in a timely manner

• Researches incidents and complaints, including difficult and sensitive problems, and interfaces with management at all levels of the organization to resolve issues

• Handles difficult telephone and walk-in customers in the manager's absence

• Trains new staff and reviews new staffs' correspondence prior to submitting to the Communications Manager for approval

• Reviews and applies Metro's policies and procedures, gathers information and seeks input from departmental experts to investigate and resolve customer complaints or issues for senior management, Metro Board member, or elected officials; provides reports to appropriate business unit

• Responds to the concerns of elected officials, customers, and business community with clarity, tact, and professionalism

• Receives, researches, and resolves sensitive or more complex complaints referred from the Chief Executive Office, elected officials, board members, and community leaders

• Assists in directing workflow and represents Manager at various internal and external meetings

• Works with and makes recommendations to department and division personnel to correct on-street service-related problems and enhance service

• Serves as focal point of American with Disability Act (ADA) related reports, issues, and complaints by informing ADA task force members and documenting their input

• Develops and provides responses to customers with ADA issues based on collective input, ADA guidelines, and organization policy

• Networks with external agencies including law enforcement, other transit providers, private sector, and public agencies to coordinate and resolve transit services and issues

• Receives, acknowledges, and forwards public comments to appropriate staff for their final disposition

• Attends agency meetings and represents the department in an effort to improve service, address customers' needs, and keep up to date on current and proposed activities and programs

• Promotes Metro transit services by disseminating public information, assisting in or attending special events, and interacting with community groups to obtain their input

• Maintains records and prepares periodic reports and correspondence

• Maintains information and reference materials for use in responding to future inquiries

• Performs managerial duties when the Manager is unavailable

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out
  
  May be required to perform other related job duties
  

Minimum Qualifications

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes:

Education

• Bachelor's Degree in Communications, Journalism, English, Marketing, or a related field

Experience

• One year of relevant experience writing correspondence/reports in a public relations environment

Certifications/Licenses/Special Requirements

• A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions

Preferred Qualifications

Preferred Qualifications (PQs) are used to identify relevant knowledge, skills, and abilities (KSAs) as determined by business necessity. These criteria are considered preferred qualifications and are not intended to serve as minimum requirements for the position. PQs will help support selection decisions throughout the recruitment. In addition, applicants who possess these PQs will not automatically be selected.
The following are the preferred qualifications:

• Experience supporting public transit operations through interagency collaboration, demonstrating knowledge in transit service implementation, stakeholder engagement, and coordination with law enforcement and other public agencies
• Experience composing formal documents, including detailed reports, investigative summaries, and official correspondence for use by public agencies, senior leadership, and outside stakeholders
• Experience using business writing tools and software, including Microsoft Office Suite (Word, Excel, Outlook), while creating and maintaining organized digital records and databases
• Experience working independently and adapting to shifting priorities in fast-paced, high-pressure environments while maintaining focus and delivering results
• Experience identifying and analyzing customer feedback to uncover patterns and insights, leading to informed recommendations that enhance service delivery or policy effectiveness

Essential Knowledge

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Theories, principles, and practices of customer relations
• Research and analytical techniques, methods, and procedures
• Report preparation methods
• Protocols for communicating with and for public agencies
• Applicable business software applications

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Performing public relations work in support of major transit services and programs
• Analyzing situations, identifying problems, recommending solutions, and evaluating outcomes
• Communicating effectively orally and in writing
• Interacting professionally with the public, outside representatives and various levels of Metro employees
• Operating computers and office machinery

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Represent Metro before the public
• Write clear, concise and comprehensive reports and correspondence
• Coordinate multiple projects and meet critical deadlines
• Understand, interpret, and apply relevant policies, laws, regulations, and contracts
• Read, write, speak, and understand English

Special Conditions

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• Typical office situation
• Close exposure to computer monitors and video screen

Physical Effort Required

• Sitting at a desk or table
• Operate a telephone or other telecommunications device and communicate through the medium
• Type and use a keyboard and mouse to perform necessary computer-based functions
• Communicating through speech in the English language required

(DL)

Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro’s Equal Employment Opportunity Program . Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with Fair Chance hiring practices.

Selection Procedure

Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities.

Application Procedure

To apply, visit Metro's website at www.metro.net and complete an online Employment Application.
Computers are available to complete online Employment Applications at the following Metro locations:

METRO Headquarters, Employment Office
One Gateway Plaza
Los Angeles, CA 90012
Open: Monday through Friday, 8am-4pm
(Closed Sat & Sun)

Metro Talent Hub
8501 S. Evermont Place
Los Angeles, CA 90044
Open: Monday through Friday, 9am-5pm
(Closed Sat & Sun)

East Los Angeles Customer Center
4501 B Whittier Blvd
Los Angeles, CA 90022
Open: Tuesday through Saturday, 10am to 6pm
(Closed Sun & Mon)

Wilshire/Vermont Customer Center
3183 Wilshire Blvd, Ste 174
Los Angeles, CA 90010
Open: Monday through Friday, 10am-6pm
(Closed Sat & Sun)

Rosa Parks Customer Center
Willowbrook/Rosa Parks Station
11720 Wilmington Ave
Los Angeles, CA 90059
Open: Monday through Friday, 6am to 6:30pm
(Closed Sat & Sun)

Telephone: (213) 922-6217 or persons with hearing or speech impairments can use California Relay Service 711 to contact Metro.

All completed online Employment Applications must be received by 5:00 p.m. on the closing date. Late applications will not be considered.

*Open to the public and all Metro employees

This job bulletin is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.

*Please refer to the applicable benefit type (Regular or Temporary)*

BENEFITS FOR REGULAR EMPLOYEES

Benefits cover probationary or regular full-time (working at least 40 hrs/week) employees of Metro.

We offer a range of high-quality medical, dental and vision plan options as well as health care spending accounts for you and your family. Metro will cover a significant portion of your health care premiums.

Medical/Dental/Vision Plan- Employee has the choice of 3 separate medical plans and 3 dental plans. A separate vision plan is included in each medical plan.

Group Life Insurance- PTSC pays for an amount equal to your annual salary, rounded up to the nearest $1,000. Minimum amount of life insurance is $30,000.

Accidental Death & Dismemberment Insurance- PTSC provides $50,000 coverage for each employee. Additional voluntary coverage in amounts up to $500,000 is available at favorable premium rates.

Long-Term Disability Insurance- 100% employer paid. Provides employees with a minimum income of 60% of earnings after six months of disability. Buy up or buy down options available.

Holidays- 12 days a year: New Year's Day, Martin Luther King, Jr. Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Veterans' Day, Cesar E Chavez, Juneteenth,Thanksgiving Day, Day After Thanksgiving, and Christmas Day.

Time off with Pay (TOWP)- Compensates employees who are on approved absence from work for reasons such as illness, injury, medical and dental appointments, personal business, vacation, or observance of (a) religious holiday.
Years of Service Annual Accrual
Hire date - 5 years20 days
Beginning of 6th - 10th year25 days
Beginning of 11th - 15th year30 days
Beginning of 16th + years35 days

Pension Plan- PTSC retirement plan is the Public Employees' Retirement System (PERS). Vesting is five (5) years. Minimum retirement age is 52, based on the 2% at 62 formula.

Other Benefits: Transportation passes for employees and/or eligible dependents; Medicare; Tuition reimbursement; credit union membership; SDI; Deferred Compensation Plan; 401(K) Thrift plan; EAP; Medical and Dependent Care Flexible Spending Accounts; Flexible work schedules; and Jury Duty Pay.

BENEFITS FOR TEMPORARY EMPLOYEES

Temporary (Contingent) employees are eligible for the following benefits only:

• Kaiser medical insurance
• Public Pension Plan
• 457/401K Plan
• Flex Spending
• Paid Sick Time
• Fare Media
• Rideshare Subsidies
• Metro One Fitness membership

For more information on the Benefits Enrollment for Contingent Employees, please visit LA Metro’s Pension & Benefits website at www.benefits.metro.net .

Closing Date/Time: 8/29/2025 5:00 PM Pacific

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• Los Angeles County Metropolitan Transportation Authority - LA Metro

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