Administrative Assistant, Customer Relations Department (Complaints)

Position: Administrative Assistant, Customer Relations Department
Salary: The starting hiring salary for this position is $24.00 - 25.00 hourly
FLSA: Non-exempt
Employment Type: At-Will/Non-Union Represented
Schedule: In-office, 5 days a week

SUMMARY

The Administrative Assistant provides essential support to the Customer Relations Department by managing a wide range of administrative and customer service functions. This role requires independent judgment, strong organizational skills, and a thorough understanding of departmental operations. A primary responsibility is to address general customer inquiries via phone, email, and written communication, ensuring clarity and professionalism in every interaction. Additionally, the Administrative Assistant will perform audits and quality assurance reviews of customer service calls to ensure compliance with contractor contractual requirements and uphold service standards. Other duties include reviewing and processing elective service applications, explaining agency policies and procedures, managing confidential information, and supporting internal teams. The position also involves overseeing incoming and outgoing correspondence, maintaining accurate tracking records, and performing clerical tasks, including typing, editing, proofreading, photocopying, and payment processing. 

SUPERVISORY RESPONSIBILITIES

The Administrative Assistant receives direct supervision from the Customer Relations Project Administrator. This position provides no supervisory responsibilities.

ABOUT US

To learn more about Access Services and its responsibilities in the greater Los Angeles region, please visit our website and click here.

Access Services is committed to delivering outstanding quality service to every rider, a commitment that is echoed in our mission and vision statements. Discover more about Access Services and our commitment to quality.

Duties may include, but are not limited to, the following:

• Respond to inquiries from both internal and external stakeholders, received through customer service emails, mail, or in person. 
• Record and analyze customer feedback through the established ticketing system, making sure concerns are categorized adequately for further investigation.
• Address service-related questions by clarifying program parameters and providing guidance on service operations, policies, eligibility criteria, and complaint procedures.
• Prepare formal response to investigations, ensuring adherence to departmental guidelines. 
• Manage the assigned ticketing queue independently while following the processing deadlines.
• Receive and organize incoming mail, forwarding misdirected items when needed.
• Review and process administrative documents and materials (Access to Work, Release of Information Forms, ADA Visitor Requests, and Public Records Requests, etc.) in accordance with regulatory requirements.
• Review and reconcile incoming backup service provider invoices to ensure accuracy, address discrepancies, conduct investigations, and collaborate with staff to resolve anomalies.
• Review and determine ADA paratransit visitor eligibility in accordance with established procedures and federal regulations, while managing and maintaining all related files, reference materials, and determination letters.
• Monitor, track, and analyze mentions of the organization across various media channels—including print, broadcast, social media, and online sources—providing timely alerts to designated staff about critical coverage and delivering comprehensive media analysis reports to relevant team members.
• Assist with processing coupon and Access ID card payments, investigating and resolving payment issues, and managing undeliverable or unclaimed cards as needed.
• Other duties as assigned by the Customer Relations Project Administrator.

A combination of education, experience, and training is required for entry into the classification. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions. 

Education

Associate Degree required.

Experience

Three (3) years of experience performing general administrative duties. Financial transactional expertise and/or training are highly desired.  Additionally, two (2) years of experience in writing concise, personalized correspondence is preferred. Bilingual Spanish preferred, but not required.

Certificates

A typing certificate of 40 NWPM (net words per minute) is required. Typing certifications must be 5 minutes in length and proctored (in-person). Unmonitored typing tests obtained online are not acceptable. Please refer to the Typing Certificate Requirements for details.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of:

Skill in:

Ability to: 

WORKING CONDITIONS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.    Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The position requires constant sitting and occasional walking and standing. The employee is expected to talk and listen to, with staff, vendors, and the public in person and by telephone. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee uses hands to operate, finger, handle or touch office equipment; and reach with hands and arms. The employee bends, stoops, or squats to access, place and retrieve files, supplies and records, and reaches, lifts, and move records and documents weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment as necessary while working on assignments.

Mental Demands

Employees are regularly required to use written and oral communication skills; read and interpret data; use math and mathematical reasoning; analyze and solve problems; learn and apply new information; perform highly detailed work on multiple, concurrent tasks; meet intensive and changing deadlines and interact with staff, customers, vendors, contractors, and the public.

WORK ENVIRONMENT

The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

Noise Level: The noise level in the office environment is usually quiet or moderately quiet; at or below 85 decibels. In the course of employment, employees may visit service providers or other contractors’ premises, which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified.

The Selection Process

This recruitment is open continuously to meet the Agency's needs as vacancies occur and may close at any time. Applicants who best meet job-related qualifications will be invited to participate in the examination process. Applicants will receive an email notification of their current status in the selection process. The selection examination may consist of any combination of written, performance, and/or oral appraisal exams. Examination parts will be weighed according to their relevance to the job performance criteria. This recruitment may establish an eligibility list to fill future positions in similar classifications within the organization. 

Pre-employment

As a federal grantee, Access Services maintains a drug-free working environment as prescribed by the 1988 Drug-Free Workplace Act. All potential employees are required to obtain satisfactory results from administrative screening, successfully pass a post-offer pre-employment medical exam, and obtain a verified negative pre-employment drug test administered by Access Services and its service agents.

Emergency/Disaster Response - Service Workers

All Access Services employees are designated Emergency/Disaster Response - Service Workers through state law (California Government Code Section 3100-3109). Employment with Access Services requires acknowledgment of this effect. Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency.

Immigration and Reform Control Act

In compliance with the Immigration and Reform Control Act of 1986, Access Services will only hire individuals who are legally authorized to work in the United States. Access Services does not provide sponsorship.

E-Verify

Access Services is an E-Verify employer. E-Verify is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of newly hired employees in the United States. Access Services does not sponsor H-1B or related work visas.

An Equal Opportunity Employer

Access Services is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Access Services will provide reasonable accommodations to qualified individuals with disabilities.

Salary : $49,823 - $86,193