Administrative Assistant, Customer Relations ...

Salary : $49,823.00 - $86,193.00 Annually Location : El Monte, CA Job Type: Full-Time Job Number: 2026-01 Department: Customer Relations Opening Date: 01/12/2026 FLSA: Non-Exempt Description 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 SUMMARY 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. SUPERVISORY RESPONSIBILITIES The Administrative Assistant receives direct supervision from the Customer Relations Project Administrator. This position provides no supervisory responsibilities. ABOUT US 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. Examples of Duties 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 ID card payments, investigating and resolving payment issues, and managing undeliverable or unclaimed cards as needed. Other duties as assigned by the Customer Relations Project Administrator. Typical Qualifications 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. Education Associate Degree required. Experience Three (3) years of experience performing general administrative duties. Financial transactional expertise and/or training are highly desired. Additionally, two (2) years of experience in writing concise, personalized correspondence is preferred. Bilingual Spanish preferred, but not required. CertificatesA typing certificate of 40 NWPM (net words per minute) is required. Typing certifications must be 5 minutes in length and proctored (in-person). Unmonitored typing tests obtained online are not acceptable. Please refer to the Typing Certificate Requirements for details. KNOWLEDGE, SKILLS & ABILITIES Knowledge of: Use of office equipment. Office procedures and protocols. Interpersonal communication. Typing skills (Speed and accuracy). Management of incoming and outgoing correspondence. Data entry and database management (e.g., Microsoft Access and CRM systems). Basic arithmetic (addition, subtraction, multiplication, division). Skill in: Detail-oriented with excellent organizational skills. Excellent verbal and written communication skills. Understanding percentages and basic financial concepts. Using proper English, grammar, punctuation, and spelling. Conflict resolution while remaining patient under pressure. Analyzing and compiling data and comparing various sources of information. Processing and maintaining a variety of forms, paperwork, reports, and records. Proper usage of the English language, including spelling, grammar, and punctuation. Ability to: Independently analyze and investigate issues. Problem-solve transaction discrepancies. Accurately count, reconcile, and record transactions. Interpret, explain, and apply departmental policies and procedures. Manage sensitive customer information and comply with HIPAA laws Effectively manage time and prioritize tasks while maintaining high-quality output. Evaluate situations, identify problems, and exercise sound independent judgment within established guidelines. Establish and maintain courteous, cooperative, and effective working relationships with staff, management, elected officials, commission members, the general public, and others encountered in the course of work. WORKING CONDITIONS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The position requires constant sitting and occasional walking and standing. The employee is expected to talk and listen to, with staff, vendors, and the public in person and by telephone. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee uses hands to operate, finger, handle or touch office equipment; and reach with hands and arms. The employee bends, stoops, or squats to access, place and retrieve files, supplies and records, and reaches, lifts, and move records and documents weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment as necessary while working on assignments. Mental Demands Employees are regularly required to use written and oral communication skills; read and interpret data; use math and mathematical reasoning; analyze and solve problems; learn and apply new information; perform highly detailed work on multiple, concurrent tasks; meet intensive and changing deadlines and interact with staff, customers, vendors, contractors, and the public. WORK ENVIRONMENT The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job: Noise Level: The noise level in the office environment is usually quiet or moderately quiet; at or below 85 decibels. In the course of employment, employees may visit service providers or other contractors' premises, which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles. Note: The statements herein are intended to describe the general nature and level of work being performed by employees to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified. Supplemental Information The Selection Process This recruitment is open continuously to meet the Agency's needs as vacancies occur and may close at any time. Applicants who best meet job-related qualifications will be invited to participate in the examination process. Applicants will receive an email notification of their current status in the selection process. The selection examination may consist of any combination of written, performance, and/or oral appraisal exams. Examination parts will be weighed according to their relevance to the job performance criteria. This recruitment may establish an eligibility list to fill future positions in similar classifications within the organization. Pre-employment As a federal grantee, Access Services maintains a drug-free working environment as prescribed by the 1988 Drug-Free Workplace Act. All potential employees are required to obtain satisfactory results from administrative screening, successfully pass a post-offer pre-employment medical exam, and obtain a verified negative pre-employment drug test administered by Access Services and its service agents. Emergency/Disaster Response - Service Workers All Access Services employees are designated Emergency/Disaster Response - Service Workers through state law (California Government Code Section 3100-3109). Employment with Access Services requires acknowledgment of this effect. Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency. Immigration and Reform Control Act In compliance with the Immigration and Reform Control Act of 1986, Access Services will only hire individuals who are legally authorized to work in the United States. Access Services does not provide sponsorship. E-Verify Access Services is an E-Verify employer. E-Verify is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of newly hired employees in the United States. Access Services does not sponsor H-1B or related work visas. An Equal Opportunity Employer Access Services is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Access Services will provide reasonable accommodations to qualified individuals with disabilities. Below is a summary of the comprehensive benefits program offered by Access Services, which includes: Medical Access offers coverage between two medical providers, Kaiser and Anthem. All regular full-time employees and eligible dependents may participate in Access' comprehensive health coverage. Access offers plans through a health maintenance organization (HMO) and a preferred provider organization (PPO). Access contributes 90% of medical insurance premiums for employees and eligible dependents enrolled in a health maintenance organization (HMO). Access contributes 80% of medical insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The 10% or 20% employee contribution is made via payroll deduction. Eligibility begins the first of the month after 30 days of employment for all new full-time employees. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the healthcare coverage. Dental All regular full-time employees and their eligible dependents may participate in Access' dental maintenance organization (DHMO) plan or preferred provider organization (DPPO) dental plan through MetLife. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 90% of dental insurance premiums for employees and eligible dependents enrolled in a dental maintenance organization (DHMO). Access contributes 80% of dental insurance premiums for employees and eligible dependents enrolled in a dental preferred provider organization (DPPO). The 10% or 20% employee contribution is made via payroll deduction. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the dental coverage. Vision All regular full-time employees and eligible dependents may participate in Access' preferred provider organization (PPO) vision plan through VSP. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 80% of vision insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The employee contribution of 20% is made via payroll deduction. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the vision coverage. Chiropractic Care Coverage All regular full-time employees and eligible dependents enrolled in Access health plans may have access to Chiropractic/Manipulation Therapy. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Coverage is limited to 20 visits per year. Applies to In-Network. The limit is combined across professional visits and outpatient facilities. Access reserves the right to change, modify, or delete the chiropractic coverage. Long-Term Disability All regular full-time employees are eligible to participate in Access' long-term disability plan beginning the first day of the month after 30 days of employment. This plan pays an amount equal to 66 2/3% of the employee's monthly earnings, subject to a maximum amount per month, to the age of 65 after an approved waiting period (usually 90 days of disability). All premiums for this benefit are paid for by Access. Life Insurance All regular full-time employees are eligible for group term life insurance coverage beginning the first day of the month after 30 days of employment. Access will pay the total premium cost up to a maximum benefit amount up to one time the employee's annual salary. Flexible Spending Account Plans All regular full-time employees can participate in the FSA, Flexible Spending Account plan. This plan allows employees to set aside pre-tax income to cover eligible medical and dependent care expenses. Retirement CalPERS (California Public Employees Retirement System) Miscellaneous:100% employer-paid, 2% @ 60; and PEPRA Miscellaneous (entered CalPERS system after 1/1/13): 7.75% employee paid as of 7/1/2023, 2%@ 62. Employees are vested after five years of service. Access also offers two defined-contribution plans through MissionSquare (formerly ICMA-RC), a 403(b) and 457. Defined-contribution retirement plans allow employees to invest pre-tax dollars in the capital markets where they can grow tax-deferred until retirement. Participation is both voluntary and self-directed. Employees may voluntarily contribute via payroll deduction, up to the maximum amount allowable as defined annually by the Internal Revenue Service code. Employees are 100% vested in this plan. No employer contributions are recognized in these plans. Paid Time Off (PTO) All regular full-time employees accrue PTO from the first day of employment. Access provides employees with Paid Time Off (PTO) for vacations, illnesses, injuries, medical/dental appointments, religious holidays, personal business, and emergencies as follows: 0-4 years of service, 22 days. 5-7 years of service, 27 days. 9+ years of service, 32 days. Additional Benefits: Additional Optional Benefits: Group Term Life and AD&D, LTD, and LTC insurance at no cost to employees. Holidays (12 - fixed paid holidays) Pre-Tax Deferred Compensation 403 b and 457 Plan Tuition Assistance Program Employee Assistance Program Employment Qualifies for Loan Forgiveness (PSLF) Flexible/Hybrid Schedule (Dependent on position and department needs) 01 PLEASE READ: The information provided on the Supplemental Questions will be used in conjunction with the job application to determine whether the qualification requirements are met. Failure to provide detailed and complete information may result in the application being rejected. Please list records of unemployment within the last ten years.A resume may not be submitted in place of completing the Supplemental Questions. When applying for this position, I understand that I must thoroughly complete the Education and Work Experience sections of my application and the Supplemental Questions. This includes a detailed description of each position that qualifies me for the job I am seeking. I have read the above statement and acknowledge that failure to provide sufficient detailed information may result in my application being rejected. Yes No 02 What is your highest level of education?(You are required to attach a copy of your degree/transcripts. Failure to do so may disqualify you from further consideration.) Master's Degree or Higher Bachelor's Degree Associate's Degree Some college High School Diplomas or general education equivalency. 03 Copies of your degree(s), certificate(s), and resume are required for consideration. Have you attached the copies to your employment application?(If not, please attach before submitting your application.) Yes No 04 How many years of experience do you have performing general administrative duties? Less than 1 year 1 to 2 years 3 to 4 years 5 or more years 05 How many years of experience do you have writing concise, personalized correspondence (e.g., tailored letters, emails, or memos)? Less than 1 year 1 year 2 years 2 years or more 06 Describe your experience preparing concise, subject matter, or personalized written correspondence. List the type of documents you have prepared and the programs you have used to create them. 07 How many years of experience do you have with processing financial transactions? Less than 1 year 1 year 2 years 2 years or more 08 Please describe your experience with processing financial transactions. 09 Are you bilingual in Spanish and English? Please note: Applicants who indicate "Yes" may be scheduled to complete a bilingual written assessment to verify proficiency. The assessment is administered only to applicants who have self-identified as bilingual. Yes No 10 NOTE: NOTIFICATION PREFERENCEThis recruitment will notify applicants of status and alerts by email. Please ensure your notification preference is set to emails. Yes, my notification preference is set to email. 11 I acknowledge that the information provided in this job application and supplemental questions, as well as all education and work history contained within this application, are complete and accurate and will be verified using all submitted application materials. I acknowledge that the information provided in this job application and supplemental questions is true and complete. Required Question

Created: 2026-03-04