Customer Relations Specialist

Job Description Customer Relations Specialist – Customer Relations Under general supervision, investigates customer comments and complaints regarding the OC Bus system, OC ACCESS service, 91 Express Lanes and various other agency services and projects; strategizes resolutions and provides both verbal and written responses to customers. Responds to escalated and difficult customer calls. When assigned to oversee the contracted customer information center, provides training, communicates, and troubleshoots policy and procedural issues, and prepares and reports operational statistics. Compiles and analyzes customer comment statistics for reporting. This is a non-exempt position in salary grade 160: Min - $31.39, Mid - $37.29, Max - $43.18/hour. The starting salary will be within this range based on qualifications. This posting will remain open until a candidate is selected. What You’ll Do Respond to customer emails, letters, social media comments, and escalated inquiries Investigate and resolve customer concerns while ensuring timely and professional communication Monitor customer feedback, identify trends, and recommend service improvements Prepare reports and correspondence for management and executive leadership Collaborate with internal teams and serve as a liaison with customer service operations Ensure accurate public communications and maintain confidential information What We’re Looking For Bachelor's degree or an equivalent combination of education and experience Strong communication, customer service, and problem-solving skills Knowledge of Orange County demographics and transportation issues is a plus Bilingual in Spanish (spoken and written) is highly desirable Minimum 3 years of customer service experience Why you’ll Love it Here Make a meaningful impact serving the community Collaborative team environment with meaningful cross-agency partnerships Stability and growth with a respected public agency Help keep Orange County moving—for everyone. Join a team where innovation, integrity, and strategic thinking are valued. Apply now to help shape the future of OCTA’s programs. OCTA is an equal employment opportunity employer that recruits, hires, and promotes qualified people without regard to race, color, religion, creed, ancestry, national origin, age, sex, pregnancy, gender, gender identity and/or expression, sexual orientation, marital status, medical condition, disability, genetic information, military and veteran status, or other legally protected status. 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.