NEOGOV · 4 months ago
Customer Relations Associate
El Monte, CA
Full-time
Hybrid
Entry Level
$60K/yr - $60K/yr
3+ years expAccess Services is committed to delivering outstanding quality service to every rider in the greater Los Angeles region. The Customer Relations Associate is responsible for managing the workflow of investigations and addressing service concerns from the public, while ensuring that the investigation process meets the agency’s contractual requirements.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Independently manage a ticketing queue while adhering to response timelines and procedures to ensure key performance indicators (KPIs) are met
Log and review customer feedback tickets, ensuring all tickets are accurately categorized
Collect and organize all relevant data and documentation provided to support the resolution of customer concerns and compliments within the Customer Relations Management (CRM) system
Research customer feedback by reviewing trip records, GPS data, video and audio recordings, etc., to verify complaint details
Identify root causes and patterns of recurring issues
Prepare formal responses in reference to the investigation findings via mail, email, and phone, addressing concerns clearly and professionally
Facilitate follow-up calls with customers to address service and operational-related issues
Conduct quality assurance audits to ensure compliance with investigative findings and reporting standards
Prepare and present quality assurance reports on complaints to internal and external stakeholders
Assist in training efforts during the onboarding of new staff
Participate in emergency/disaster preparedness drills and assist in actual emergency/disaster response activities
Attend agency-sponsored and supported events, as needed, including on select weekends
Support other departmental-related and administrative tasks assigned by the Customer Relations Project Administrator, including but not limited to backup reconciliation, program applications, and social media reviews
Support with administrative tasks as needed; tasks may include, but are not limited to, payment processing and fulfillment of coupon and Access ID card requests, as well as mail fulfillment, and processing visitor eligibility requests
Qualification
Required
Associate degree (AA) or equivalent from an accredited two-year college in public administration, business administration, or a related field
Three (3) years of customer service or public relations experience, or a combination of education and experience
One (1) year of experience in writing concise, personalized correspondence
Knowledge of the Americans with Disabilities Act (ADA) regulations for businesses and state and local governments
Knowledge of objectives, programs, policies, and procedures of the assigned department
Knowledge of proper English usage, spelling, grammar, and punctuation
Knowledge of principles and procedures of record keeping and reporting
Knowledge of standard business software, including word processing, spreadsheet, and database programs (Microsoft Office: Word, Excel, Outlook, PowerPoint)
Skill in operating various types of standard office equipment, including a personal computer and related software
Skill in prioritizing responsibilities and workload to meet established deadlines
Skill in interpersonal communications for working with coworkers and customers
Ability to interpret, explain, and apply departmental policies and procedures
Ability to maintain confidentiality of sensitive information
Ability to 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
Ability to maintain professionalism, courtesy, and composure at all times, including in stressful situations, and handle disputes and complaints in a calm, courteous, and tactful manner
Ability to prepare and maintain accurate and precise written documents such as reports, records, forms, and correspondence
Ability to analyze information, data, and trends
Ability to understand and follow oral and written instructions
Ability to communicate clearly and concisely, orally and in writing
Ability to perform basic arithmetic computations with speed and accuracy
Ability to type accurately at a speed of at least 40 net words per minute
Ability to evaluate situations, identify problems, and exercise sound independent judgment within established guidelines
Ability to effectively oversee multiple priorities and organize workload
Ability to work independently and efficiently with a minimum amount of direct supervision
Ability to have a designated workstation for a hybrid schedule
Preferred
Bilingual preferred but not required
One (1) year of experience in writing concise, personalized correspondence is preferred
Benefits
Medical
Dental
Vision
Chiropractic Care Coverage
Long-Term Disability
Life Insurance
Flexible Spending Account Plans
Retirement
Paid Time Off (PTO)
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)
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase