Job Title: Senior Customer Relations RepresentativeOpening Date/Time: Thu. 02/27/20 12:00 AM Pacific TimeSalary: $50,442.00 – $78,819.00 AnnuallyJob Type:Location:The Southern California Regional Rail Authority (SCRRA), operator of the METROLINK Commuter Rail System, is seeking a Senior Customer Relations Representative who will provide information, respond to customer inquiries, support passenger flow, and support fare media sales at Metrolink stations.TO APPLY: This is a continuous recruitment with the first review of applications beginning March 12, 2020. Interested applicants are encouraged to apply immediately.DISTINGUISHING CHARACTERISTICS This is the senior level of the Customer Relations Representative series. At this level, work may be performed under limited supervision or under limited direction. Incumbent possesses considerable latitude to accomplish tasks, which may include lead worker or supervisor duties.SUPERVISION EXERCISED AND RECEIVEDReceive general oversight from departmental management and supervisory level roles.No formal supervisory responsibilities; may lead the work of lower level staff.ESSENTIAL DUTIES AND RESPONSIBILITIES:The duties listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of 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.Perform other related duties as assigned.MINIMUM REQUIREMENTS TO PERFORM ESSENTIAL JOB FUNCTIONS:Education and ExperienceHigh school diploma, GED or its equivalent.A minimum of (3) years of work experience providing customer service to the general public.A minimum of (1) year of work experience with a proven track record of success working as a project lead or with a cross functional team in a lead role or any combination of education and experience that provides equivalent knowledge, skills, and abilities may be considered.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.A 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.Preferred QualificationsFinance or banking experience preferred.Knowledge, Skills, and AbilitiesKnowledge of:The Authority’s operations and business practicesSkilled in:Use of Microsoft OfficeAbility to:Communicate effectively, both orally and in writing, to individuals and groups at all levels within and outside of the organizationPHYSICAL REQUIREMENTSTransition between a stationary position at a desk or work location and move about Metrolink facilities or other work site locationsOperate tools to perform the duties of the position; such as computers, office equipment and work-related machineryTransport equipment or boxes up to 25lbsExchange ideas by means of communicationVisual acuity to detect, identify and observe employees or train movement and any barriers to movement when working on or near railroad tracksHear and perceive the nature of sounds when working on or near railroad tracksBalance, ascend/descend, climb, kneel, stoop, bend, crouch or crawl within assigned working conditions and or locationsWorking ConditionsPosition requires work in a normal office environment with little exposure to excessive noise, dust, or temperature. Work may also be conducted in outdoor environments, at construction sites, Railroad Track and Right-of-Way environments, and warehouse environments, with possible exposure to individuals who are hostile or irate, moving mechanical parts, and loud noises (85+ decibels, such as heavy trucks, construction, etc.)SUPPLEMENTAL INFORMATION:Selection Process: 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/ADASDL2017