Administrative Assistant, Customer Relations Department; Complaints

Position: Administrative Assistant, Customer Relations Department

Salary: The starting hiring salary for this position is $24.00 - 25.00 hourly

FLSA: Non-exempt

Employment Type: At-Will/Non-Union Represented

Schedule: In-office, 5 days a week

The Administrative Assistant provides essential support to the Customer Relations Department by managing a wide range of administrative and customer service functions. This role requires independent judgment, strong organizational skills, and a thorough understanding of departmental operations. A primary responsibility is to address general customer inquiries via phone, email, and written communication, ensuring clarity and professionalism in every interaction. Additionally, the Administrative Assistant will perform audits and quality assurance reviews of customer service calls to ensure compliance with contractor contractual requirements and uphold service standards.

Other duties include reviewing and processing elective service applications, explaining agency policies and procedures, managing confidential information, and supporting internal teams. The position also involves overseeing incoming and outgoing correspondence, maintaining accurate tracking records, and performing clerical tasks, including typing, editing, proofreading, photocopying, and payment processing.

The Administrative Assistant receives direct supervision from the Customer Relations Project Administrator. This position provides no supervisory responsibilities.

To learn more about Access Services and its responsibilities in the greater Los Angeles region, please visit our website and .

Access Services is committed to delivering outstanding quality service to every rider, a commitment that is echoed in our mission and vision statements. Discover more about Access Services and our commitment to quality.

Duties may include, but are not limited to, the following:

• Respond to inquiries from both internal and external stakeholders, received through customer service emails, mail, or in person.
• Record and analyze customer feedback through the established ticketing system, making sure concerns are categorized adequately for further investigation.
• Address service-related questions by clarifying program parameters and providing guidance on service operations, policies, eligibility criteria, and complaint procedures.
• Prepare formal response to investigations, ensuring adherence to departmental guidelines.
• Manage the assigned ticketing queue independently while following the processing deadlines.
• Receive and organize incoming mail, forwarding misdirected items when needed.
• Review and process administrative documents and materials (Access to Work, Release of Information Forms, ADA Visitor Requests, and Public Records Requests, etc.) in accordance with regulatory requirements.
• Review and reconcile incoming backup service provider invoices to ensure accuracy, address discrepancies, conduct investigations, and collaborate with staff to resolve anomalies.
• Review and determine ADA paratransit visitor eligibility in accordance with established procedures and federal regulations, while managing and maintaining all related files, reference materials, and determination letters.
• Monitor, track, and analyze mentions of the organization across various media channels—including print, broadcast, social media, and online sources—providing timely alerts to designated staff about critical coverage and delivering comprehensive media analysis reports to relevant team members.
• Assist with processing coupon and Access  payments, investigating and resolving payment issues, and managing undeliverable or unclaimed cards as needed.
• Other duties as assigned by the Customer Relations Project Administrator.

A combination of education, experience, and training is required for entry into the classification. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions.

Associate Degree required.

Three (3) years of experience performing general administrative duties. Financial transactional expertise and/or training are highly…