Customer Relations Specialist / Customer Relations Specialist, Associate

Customer Relations Specialist

Discover work that moves you in a dynamic and innovative setting. Be part of a team delivering Orange County's transportation network of today and creating a vision for the future.

OCTA is the county's transportation planning commission and public transit operator. With a focus on safety and accountability, we plan, fund, and implement countywide projects that include bus and rail transit, freeways and express lanes, rideshare, microtransit, paratransit, active transportation, and environmental programs.

We're passionate about creating a balanced, equitable and sustainable transportation system that reflects the diverse travel needs of the county's 34 cities and 3.2 million residents.

Our employees rated OCTA as a top workplace in Orange County. Come join us on our mission of keeping Orange County moving.

Under general supervision, performs a variety of relatively complex clerical and administrative duties in support of the ADA eligibility certification process for OC ACCESS, the department, and other areas of the division. Assists with the coordination of the accessible services programs for OCTA; coordinates assigned OC ACCESS services and vehicles to ensure that they comply with all accessibility requirements including requirements of the Americans with Disabilities Act (ADA), and local jurisdiction laws and regulations. Serves as the system administrator for a variety of internal tracking systems and databases. Assists in communicating agency policies and ADA requirements to staff, contractors, and the public as it pertains to OC ACCESS.

Customer Relations Specialist: This is a non-exempt position in Salary Grade 160: Min $30.33 Mid $36.23 Max $42.12 hourly. The starting salary will be within this range based on qualifications.

Customer Relations Specialist, Associate: This is a non-exempt position in Salary Grade 150: Min $27.50 Mid $32.86 Max $38.21 hourly. The starting salary will be within this range based on qualifications.

This position will remain open until filled.

Responsibilities: This list is intended to indicate the general nature and level of work performed by employees within this classification and is not designed to be interpreted as an exhaustive listing of all tasks required of employees assigned to this job.

Displays High Integrity & Honesty: Takes personal responsibility, acts with honesty and consistency.

Has Technical and Professional Expertise: Has the technical skills, product knowledge and professional skills to do the job.

• Provides oversight and quality assurance for ADA paratransit records utilizing internal software systems, ensuring compliance with ADA guidelines and internal policies.
• Forwards travel training referrals, reviews eligibility evaluations, and ensures accurate documentation from contracting agencies.
• Ensures compliance with ADA guidelines by following established procedures within established timeframes, monitoring adherence to the mandated 21-day eligibility certification process and assisting with the coordination of ACCESS appeals.
• Verifies the appropriate service area corridor for use, coordinates alternatives for the rider and communicates with other transportation providers.
• Collects, compiles, analyzes, and reports statistical measures pertaining to the ACCESS program. Assists in conducting research and analysis for administrative assignments, develops appropriate report formats, evaluates information, and makes recommendations.
• Coordinates Agency accessible service programs that include responding to ADA complaints and verification of provision of paratransit services.
• Verifies the provisions of paratransit services provided by the contractor; to include but not limited to meeting the parameters of the ADA in the unique contracts and maintains paratransit trend analysis.

Communicates Powerfully & Prolifically: Shares insights on issues/problems, clarifies purpose and links that purpose to actions.

• Responds to customer inquiries via phone, voicemail, and email in a professional and timely manner, ensuring requests are addressed and issues are resolved.
• Conducts presentations of ADA paratransit guidelines and the ACCESS program to staff, contractors, and the public.

Customer & External Focus: Markets his/her workgroup effectively and influences others in the organization.

• Provides assistance to individuals traveling to Orange County from other jurisdictions requesting visitor status, refers visitor requests to other transit agencies, and processes visitor requests from other agencies.
• Conducts community workshops at adult schools, senior centers, and other agencies involving local communities with disabilities.

Works in a Collaborative Manner with Others: Works in a collaborative manner with others, helps resolve unproductive conflict.

• Establishes and maintains effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.

Qualifications: Customer Relations Specialist: Any combination of education and experience equivalent to a high school diploma and a minimum of six years of customer service experience, three of which are in ADA. Bachelor's degree in a related field is preferred. Knowledge of and experience applying ADA requirements is preferred. Understanding of Orange County demographics or transportation challenges is desirable.

Customer Relations Specialist, Associate: Any combination of education and experience equivalent to a high school diploma with a minimum of three years of clerical experience, especially in computer data entry. Bachelor's degree in a related field is preferred. Knowledge of and experience applying ADA requirements is preferred. Understanding of Orange County demographics or transportation challenges is desirable.

Working Conditions/Physical Activities: Positions in this class typically require: Work may be performed in a stressful, fast-paced office environment, depending upon assignment. Requires ability to understand verbal communication and to respond effectively. Positions in this class typically require: Reaching, Finger Dexterity, Grasping, Feeling, Talking, Hearing, Seeing, and Repetitive Motions in computer use.