Customer Relations Associate - Part Time (Temporary)

Description

Position: Customer Relations Associate, TemporarySalary: $30/Hourly FLSA: Non-exemptEmployment Type: At-Will/Non-Union RepresentedSchedule: This position is generally scheduled for 8-hour workdays Tuesday through Thursday and a 5-hour workday on Friday, totaling 29 hours per week. Schedule is subject to change based on operational needs.

This is a temporary, part-time assignment not to exceed eight (8) months from the date of appointment. In accordance with California Public Employees' Retirement System (CalPERS) regulations, the total compensated hours for this position are not to exceed 1,000 hours per fiscal year. Consequently, this position is excluded from CalPERS retirement system enrollment and does not qualify for agency-sponsored health or retirement benefits. This position requires an in-office training period of up to three months. Upon successful completion of training, employees may be eligible for flexible or remote work arrangements based on performance, operational needs, and departmental approval. Such arrangements are not guaranteed and may be modified or discontinued at any time at the Agency's discretion.

SUMMARY The Customer Relations Associate reviews service investigations completed by contracted service providers and prepares clear, accurate responses to concerns and compliments received by riders, their constituents, or the community in general. As a subject matter expert, the Associate may conduct further research by reviewing trip records, GPS information, call recordings, and additional investigative software to make informed decisions and definitive conclusions.

The Customer Relations Associate will manage the intake of customer concerns, responding in the form of telephone, email, and written communications. The primary functions required to accomplish this duty involve managing a steady volume of investigations, following established procedures and response timelines, documenting activity in the Customer Relations Management system, and completing similar investigative review and correspondence tasks throughout the day.

Successful candidates should be dependable, organized, and comfortable performing detailed, repetitive work while maintaining accuracy and professionalism. While this role performs their duties at the individual level, collaborative work in a team based environment should be expected. The desired traits for this position would include strong written and verbal communication, sound judgement, and the ability to apply learned policies and procedures to manage an assigned workload with limited oversight.

SUPERVISORY RESPONSIBILITIES

Receives direct supervision from the Customer Relations Administrator. May receive technical guidance and support from the Senior Customer Relations Associate, as applicable. No supervision of staff is exercised.

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.Examples of Duties

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

• Manage an assigned queue of customer concerns and compliments while meeting established response timelines, productivity expectations, and departmental procedures.
• Review investigations completed by contracted service providers to determine whether the reported concern was adequately addressed, while being supported by documented findings.
• Conduct additional investigation when necessary, including reviewing trip records, GPS information, call recordings, video evidence, and other supportive investigative tools.
• Identify missing, incomplete, or inconsistent information, relying on internal policy and procedure application to request clarification or additional review from the appropriate staff.
• Prepare clear, accurate, and professional responses to stakeholders via telephone, email, and letter communications.
• Contact riders, community members, and other stakeholders when additional information is needed, or closing out service-related inquiries and concerns.
• Document investigative activity, findings, communication efforts, and investigation outcomes in the Access Customer Relations Management system.
• Accurately identify and categorize customer feedback and maintain complete, supportive documentation for each assigned ticket.
• Apply existing policies and procedures to both educate and inform when interacting with external stakeholders.
• Recognize recurring service issues, or escalated matters and promptly review with supporting supervisory staff.
• Participate in quality assurance review to confirm that investigations and responses meet departmental and contractual standards.
• Assist with public meetings, agency events, emergency preparedness activities, and secondary departmental assignments as needed.
• Assist in the performance of other administrative duties, which may include processing payment information, fulfilling Access coupon and ID card requests, reviewing program applications, processing visitor and eligibility requests, and preparing outgoing mail.
• Other duties as assigned.

Typical Qualifications A combination of education, experience, and training that has provided the necessary knowledge, skills, and abilities is required for entry into the classification. Reasonable accommodations to enable qualified individuals with disabilities to perform the essential functions may be made. A typical combination includes:

Education Associate degree (AA) or equivalent from an accredited two-year college in public administration, business administration, communications, human services, or a related field.

Experience Three (3) years of customer service or public relations experience, or a combination of education and experience. Additionally, one (1) year of experience in writing concise, personalized correspondence is preferred.

Equivalency Provision NA

Licenses/Registrations NA

Certificates Typing certificate of 40 NWPM is required. Acceptable typing/word processing certifications must meet all of the following requirements:

• Certification must be verifiable and include testing agency information, such as agency name, administrator’s or proctor’s name, email, address and telephone number.
• Certification must be within 12 months of application submission.
• Submit typing certificate at the time of employment application submission. Certifications submitted after the closing of the recruitment are not accepted.
• Self-administered/online typing tests taken from the internet are not accepted.
• Net speed (NWPM) = Gross Words per Minute (GWPM) – Errors To read more about the typing certificate requirements, click here.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of:

• The Americans with Disabilities Act (ADA) regulations for businesses and state and local governments.
• Objectives, programs, policies, and procedures of the assigned department.
• Proper English usage, spelling, grammar, and punctuation.
• Principles and procedures of record keeping and reporting.
• Standard business software, including word processing, spreadsheet, and database programs (Microsoft Office: Word, Excel, Outlook, PowerPoint).

Skill in:

• Operate various types of standard office equipment, including a personal computer and related software.
• Prioritize responsibilities and workload to meet established deadlines.
• Interpersonal communications for working with coworkers and customers.

Ability to:

• Interpret, explain, and apply departmental policies and procedures.
• Maintain confidentiality of sensitive information.
• Establish and maintain courteous, cooperative, and effective working relationships with staff, management, elected officials, commission members, the general public, and others encountered in the course of work.
• Maintain professionalism, courtesy, and composure at all times, including in stressful situations, and handle disputes and complaints in a calm, courteous, and tactful manner.
• Prepare and maintain accurate and precise written documents such as reports, records, forms, and correspondence.
• Analyze information, data, and trends.
• Understand and follow oral and written instructions.
• Communicate clearly and concisely, orally and in writing.
• Perform basic arithmetic computations with speed and accuracy.
• Type accurately at a speed of at least 40 net words per minute.
• Evaluate situations, identify problems, and exercise sound independent judgment within established guidelines.
• Effectively oversee multiple priorities and organize workload; and
• Work independently and efficiently with a minimum amount of direct supervision.
• Perform other duties as assigned.
• Have a designated workstation for a hybrid schedule.
• Type at a net speed of forty (40) words per minute.

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.

Physical Demands While performing the duties of this class, the employee is regularly required to talk and or listen. The employee frequently is required to walk and use hands and fingers to touch, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.

Mental Demands The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the office environment is usually moderate. In the course of employment, an employee may visit the service provider or other contractor’s premises which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles.

WORK ENVIRONMENT

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

Noise Level: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the office environment is usually moderate.

In the course of employment, an employee may visit the service provider or other contractor’s 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 in 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. Supplemental Information 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 an 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 under 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.

Benefits

Below is a summary of the comprehensive benefits program offered by Access Services, which includes:

Medical Access offers coverage between two medical providers, Kaiser and Anthem. All regular full-time employees and eligible dependents may participate in Access’ comprehensive health coverage. Access offers plans through a health maintenance organization (HMO) and a preferred provider organization (PPO). Access contributes 90% of medical insurance premiums for employees and eligible dependents enrolled in a health maintenance organization (HMO). Access contributes 80% of medical insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO).

The 10% or 20% employee contribution is made via payroll deduction. Eligibility begins the first of the month after 30 days of employment for all new full-time employees.

Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law.

Access reserves the right to change, modify, or delete the healthcare coverage.

Dental All regular full-time employees and their eligible dependents may participate in Access’ dental maintenance organization (DHMO) plan or preferred provider organization (DPPO) dental plan through MetLife. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 90% of dental insurance premiums for employees and eligible dependents enrolled in a dental maintenance organization (DHMO). Access contributes 80% of dental insurance premiums for employees and eligible dependents enrolled in a dental preferred provider organization (DPPO). The 10% or 20% employee contribution is made via payroll deduction.

Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law.

Access reserves the right to change, modify, or delete the dental coverage.

Vision All regular full-time employees and eligible dependents may participate in Access’ preferred provider organization (PPO) vision plan through VSP. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 80% of vision insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The employee contribution of 20% is made via payroll deduction.

Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law.

Access reserves the right to change, modify, or delete the vision coverage. Chiropractic Care Coverage All regular full-time employees and eligible dependents enrolled in Access health plans may have access to Chiropractic/Manipulation Therapy. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Coverage is limited to 20 visits per year. Applies to In-Network. The limit is combined across professional visits and outpatient facilities. Access reserves the right to change, modify, or delete the chiropractic coverage. Long-Term Disability All regular full-time employees are eligible to participate in Access' long-term disability plan beginning the first day of the month after 30 days of employment. This plan pays an amount equal to 66 2/3% of the employee's monthly earnings, subject to a maximum amount per month, to the age of 65 after an approved waiting period (usually 90 days of disability). All premiums for this benefit are paid for by Access.

Life Insurance All regular full-time employees are eligible for group term life insurance coverage beginning the first day of the month after 30 days of employment. Access will pay the total premium cost up to a maximum benefit amount up to one time the employee's annual salary. Flexible Spending Account Plans All regular full-time employees can participate in the FSA, Flexible Spending Account plan. This plan allows employees to set aside pre-tax income to cover eligible medical and dependent care expenses.

Retirement CalPERS (California Public Employees Retirement System)

• Miscellaneous:100% employer-paid, 2% @ 60; and
• PEPRA Miscellaneous (entered CalPERS system after 1/1/13): 7.75% employee paid as of 7/1/2023, 2%@ 62.
• Employees are vested after five years of service.

Access also offers two defined-contribution plans through MissionSquare (formerly ICMA-RC), a 403(b) and 457. Defined-contribution retirement plans allow employees to invest pre-tax dollars in the capital markets where they can grow tax-deferred until retirement. Participation is both voluntary and self-directed. Employees may voluntarily contribute via payroll deduction, up to the maximum amount allowable as defined annually by the Internal Revenue Service code. Employees are 100% vested in this plan.

No employer contributions are recognized in these plans.

Paid Time Off (PTO) All regular full-time employees accrue PTO from the first day of employment. Access provides employees with Paid Time Off (PTO) for vacations, illnesses, injuries, medical/dental appointments, religious holidays, personal business, and emergencies as follows:

• 0-4 years of service, 22 days.
• 5-7 years of service, 27 days.
• 9+ years of service, 32 days.

*Additional Benefits: Additional Optional Benefits:

• Group Term Life and AD&D, LTD, and LTC insurance at no cost to employees.
• Holidays (12 - fixed paid holidays)
• Pre-Tax Deferred Compensation 403 b and 457 Plan
• Tuition Assistance Program
• Employee Assistance Program
• Employment Qualifies for Loan Forgiveness (PSLF)
• Flexible/Hybrid Schedule (Dependent on position and department needs)