Customer Relations Representative

PURPOSE OF POSITION The Customer Relations Representative will provide information, respond to customer inquiries, support passenger flow, and support fare media sales at Metrolink stations. This is a classified position represented by Amalgamated Transit Union, ATU Local 1277, per the Collective Bargaining Agreement (CBA) dated July 1, 2026, through June 30, 2027. Starting Hourly Rate: $24.1403 WHAT TO EXPECT:
Applications will be reviewed and those most qualified will be forwarded to the hiring authority for consideration. The first review of applications begins July 22, 2026. Interested applicants are encouraged to apply immediately. DISTINGUISHING CHARACTERISTICS This is the career level of the Customer Relations Representative series. At this level, the incumbent has some latitude for independent judgment and may vary work methods and procedures, but usually within prescribed parameters.

SUPERVISION EXERCISED AND RECEIVED Receives supervision from departmental management/supervisory level roles. This position has no formal supervisory 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.

The responsibilities outlined above are representative of the role but not exhaustive. Additional duties may be assigned as needed, and reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable laws.

Education and Experience High school diploma, GED, or its equivalent. A minimum of three (3) years of work experience in a customer service role interacting with and providing a service that may be measured by customer satisfaction. Must pass the computer-based assessment. 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 the required experience. Valid Class C Driver’s license with a satisfactory driving record of no more than two (2) moving violations and no DUI’s within the last three years.

Preferred Qualifications None Knowledge, Skills, and Abilities Knowledge Of:
Principles and practices of customer relations; effective telephone techniques, etiquette, and customer service; and General business practices and procedures. Principles and techniques of communication, with emphasis upon both verbal and writing…