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.