TEMPORARY CUSTOMER RELATIONS OFFICER (CUSTOMER RELATIONS)

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

• THIS POSITION IS TEMPORARY (UP TO 40 HOURS) WITH LIMITED BENEFITS. (Please see Benefits tab for additional information.) No Qualified Candidate Pool (QCP) will be established. You will only be contacted if there is an interest from the hiring department*
  
  

Responds in writing to Metro customer inquiries, requests, concerns and complaints regarding Metro services, systems and operations in a timely manner.

Recruitment Timelines: Interviews are projected to be scheduled for the week of January 5th, 2026. These dates are subject to change. We encourage you to monitor your governmentjobs.com profile and emails for the latest updates.

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
  
  

Minimum Qualifications

May be required to perform other related job duties

Required

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

• Experience working with public transportation operations and interagency coordination, including knowledge of transit service delivery, community engagement practices, and collaboration with law enforcement or other government agencies.
• Experience demonstrating advanced written communication skills, including drafting formal correspondence, investigative summaries, or reports for public agencies, executive management, or external stakeholders.
• Experience using business writing tools and software, including Microsoft Office Suite (Word, Excel, Outlook), and creating and maintaining organized digital records and databases.
• Experience working independently and managing shifting priorities, particularly in fast-paced or high-pressure environments.
• Experience applying strong analytical skills to identify trends from customer feedback and recommend actionable improvements to services or policies.
  
  

Essential Knowledge

Knowledge of

• 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

• 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

• 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

• This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements
• 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
• This classification is at-will and the incumbent serves at the pleasure of the hiring authority when classified as an Intermittent, Emergency, Annuitant, or Temporary employee, is assigned to the Office of Inspector General (OIG) or Board Clerk's Office, and/or reporting directly to the LACMTA Board of Directors
• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out
  
  

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
  
  

(TL)

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.