Customer Relations Specialist

Job DescriptionCustomer Relations Specialist – Customer RelationsUnder 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 DoRespond to customer emails, letters, social media comments, and escalated inquiriesInvestigate and resolve customer concerns while ensuring timely and professional communicationMonitor customer feedback, identify trends, and recommend service improvementsPrepare reports and correspondence for management and executive leadershipCollaborate with internal teams and serve as a liaison with customer service operationsEnsure accurate public communications and maintain confidential informationWhat We’re Looking ForBachelor's degree or an equivalent combination of education and experienceStrong communication, customer service, and problem-solving skillsKnowledge of Orange County demographics and transportation issues is a plusBilingual in Spanish (spoken and written) is highly desirableMinimum 3 years of customer service experienceWhy you’ll Love it HereMake a meaningful impact serving the communityCollaborative team environment with meaningful cross-agency partnershipsStability and growth with a respected public agencyHelp 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. #J-18808-Ljbffr