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METRO: Customer Service Representative II - Walk-in Center (CSR II

Updated: Aug 23

The following information was provided by METRO


The Customer Service Representative 11 -Walk-in Center (CSR II) is responsible for a variety of duties. Duties include the responsibility of providing exceptional customer service for all customers contacting the front desk through the Customer Service Center (CSC). The position will also process various financial transactions such as customer payments. This may include phone and email response, walk-in center customer service, inbound/outbound call customer service and inbound mail response.


Integrates program, customer, product and in-service strategies into source selection, negotiation and contracting strategies. Negotiates pricing and contract terms and conditions. Conducts risk, issues and opportunities management. Manages supply and demand, schedules, supplier quality and delivery. Initiates and executes supplier improvement activities and integrates results into contracting strategies.


  • Serve as the first point of public contact for all customer service issues related to face-to-face customer service provided for walk-in center customers

  • Promote positive customer relations with customers and coworkers.

  • Respond to calls from the public and provide general information and service when required.

  • Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems

  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

  • Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs

  • Maintain customer records by updating account information.

  • Process requests for new customer accounts

  • Open cases for unsolved customer inquiries

  • Resolve and close open cases in a timely manner

  • Process customer disputes

  • Process the closing of customer accounts and initiate refunds when required

  • Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current

  • Process returned customer mail

  • Process customer requests for new, additional, replacement and returned transponders

  • Process payment plans for all customers contacting the front desk, this also includes via email or fax

  • Process all retail applications for all customers /contacting the front desk

  • Consistently meet established productivity, schedule adherence, and quality standards.

  • Communicate effectively with a variety of people across various levels both within and outside the organization.

  • Make positive suggestions on improving and streamlining workflow processes and enhancing profitability

  • Develop a strong teamwork ethic

  • Follow communication procedures, guidelines, and policies

  • Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required

  • Respond to customer chat and text to answer questions and provide assistance when required

  • Other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Excellent phone etiquette

  • Excellent verbal communication skills

  • Excellent attendance and punctuality

  • Enjoy providing prompt and timely service to our customers

  • Possess strong interpersonal skills and have compassion and empathy for customer situations

  • Be energetic, self-motivated, and quick-thinking

  • Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment

  • Ability to read and comprehend normal instructions, correspondence, and memos

  • Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization

  • Ability to apply common sense understanding to carry out detailed written or oral instructions

  • Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday

  • Must be able to pass background and drug screenings

  • Ability to achieve and maintain departmental performance standards



  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical and Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

  • Ability to adhere to attendance requirements

  • Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds Must be able to lift, carry, walk, and stand

  • Vision for reading, recording, and interpreting information

  • Frequent speech communication, hearing and listening to maintain communication

  • Daily use of computer and keyboard, standard office equipment and telephone

  • Ability to access, input, and retrieve information from the computer

  • Frequent hand/eye coordination to operate computer key


There are no supervisory responsibilities for this position. EDUCATION AND/OR EXPERIENCE

  • High School Diploma or equivalent required

  • Six (6) months customer service experience required

  • Bilingual Vietnamese required

This WIOA Title I financially assisted program or activity is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. If you need special assistance to participate in this program, please call (714) 480-6500. TDD/TTY users, please call the California Relay Service at (800) 735-2922 or 711. Please call 72 hours in advance to allow the OC Workforce Solutions Center to make reasonable arrangements to ensure accessibility to this program.

The views, information, or opinions expressed by the organization(s) mentioned are solely those of the individuals involved and do not necessarily represent those of the County of Orange and its employees.

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