Customer Experience Assistant

Salary : $38,616.76 - $57,572.08 Annually Location : Oceanside Transit Center, CA Job Type: Full-time Job Number: FY2026-00072 Department: Office of Chief of Staff Division Division: CUSTOMER SERVICE Opening Date: 02/26/2026 Closing Date: 3/12/2026 11:59 PM Pacific Description As customer service is the voice and face of NCTD, the Customer Experience Assistant (CEA) must possess exemplary skills in communication and be able to assist all customers. The CEA will help further NCTD's goals and objectives in providing top-notch customer service to all its passengers and ensuring that each passenger's transit experience is positive and enjoyable. Under general supervision, the Customer Experience Assistant will perform specialized and complex customer service work at various customer service locations, in the District Call Center, in transit centers, in the field, and on-board modes of transportation. The Customer Experience Assistant will use proper cash handling methods to sell transit fare media, research and resolve fare and customer issues, process and respond to transit customer inquiries and complaints, process found items lost on modes, and perform other related work. Distinguishing Characteristics This position is only found in a Customer Experience Department. It is distinguished by its significant interaction with the public and its responsibility for providing exceptional service and communication to ensure that NCTD's customers have a positive experience utilizing District transit services. Supervision Received and Exercised The Customer Experience Assistant works under the moderate supervision of the Customer Experience Lead and the Customer Experience Manager. The Customer Experience Assistant does not exercise any supervisory duties. Working Conditions Normal working conditions for this position are in both an office and field setting. Travel may be required periodically between District sites, governmental agencies, consultants' facilities, and other locations are required. This position works in a transit office/store and call center environment requiring frequent interaction with the public. This position will be required to work at times when the Customer Experience Department or Call Center is open (Monday through Sunday and every holiday of the year). In addition, this position will be required to work at times out in the field and/or on board a mode of transit with significant public interaction. The position may work a variety of shifts including nights, weekends, and holidays at various District locations to accommodate the needs of the Department and customers. The position works defined schedules in which timed breaks and lunches are predefined. Reasonable accommodations may be made to enable individuals to perform the essential functions of the Customer Experience Assistant unless it would cause an undue hardship. Examples of DutiesEssential Functions: General duties at all locations may include, but are not limited to, the following: Provides exceptional service to NCTD customers on the phone, in person, and online as based upon situational needs and circumstances. Responds to inquiries from the public regarding transit services. Greets members of the public in person and via telephone. Effectively handles a high volume of customer calls, working within established and measurable call center metrics. Balances extraordinary service with fast-paced PC/phone multi-tasking skills while navigating through computer applications. Researches and resolves customer issues, always seeking the most productive outcome for both the customer and NCTD. Communicates effectively, sometimes in highly sensitive and/or stressful situations. Escalates issues appropriately. Develops and drafts customer correspondence in a timely manner and with a solution-focused orientation. Delivers passenger schedules and transit information to distribution locations. Processes and maintains lost and found items. Processes data and maintains the Department's databases. This position is an emergency critical position and will need to report should an emergency occur. Conducts surveys on board transit modes and at facilities to gather data and assess customer satisfaction. Provides general customer support regarding NCTD services, fares, and other information in the field at various rail or bus stations. Performs other related duties as assigned. General duties at the Call Center may include, but are not limited to, the following: Greets members of the public via telephone. Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, trip planning requests, and complaints. Effectively handles a high volume of customer calls working within established and measurable call center metrics. Balances extraordinary service with fast-paced computer/phone multitasking skills while navigating through computer applications. Performs other related duties as assigned. General duties at the Front Counter may include, but are not limited to, the following: Sells transit fare media and reconciles the cash register. Provides trip planning assistance to customers. Processes and completes applications for Senior/Disabled/Medicare reduced fares. Processes classroom day tripper passes, LIFT sales, and social service agency sales. QualificationsEducation/Experience High School Diploma or GED is required. An associate degree or higher is highly desirable but not required. Two (2) years of front-line customer service experience in similar environment, including retail or call center, is required. Experience performing a variety of duties such as processing applications for service, responding to inquiries and complaints from the public regarding fares and types of services, researching and reconciling customer issues, performing trip planning, and run a cash register required. Bilingual skills in Spanish are highly desirable. A combination of experience/skills and education to fulfill the requisite knowledge, skills and abilities for this position may be considered. Certificates/Licenses Possession of and the ability to maintain a California driver's license, Class C, with less than 6 points in the preceding 36-month period and no DUIs in the preceding seven year period. Must have reliable transportation. General Requirements Demonstrated proficiency with computers and computer software programs in a Windows environment. Must be proficient in Microsoft Office Software (Word, Excel, PowerPoint, Outlook), Adobe Acrobat, Internet research, and social media. Must be able to manage and maintain simultaneous, transitional, and emerging priorities. Makes decisions, solves problems, resolves conflicts, exercises resourcefulness, and prioritizes tasks to meet a variety of demands. Exceptional verbal and written communication skills required. Physical Requirements The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must possess the ability to use the phone and computer for extended periods, manual dexterity to complete clerical functions and work with office equipment and lift up to 25 pounds on a daily basis. The employee must be able to hear, see, and communicate verbally to exchange information. The employee must be able to physically travel between District locations and other destinations, work in evenings when required, work in hazardous conditions, and negotiate a variety of different and irregular terrain as is typical along a railway right of way. The employee may be subject to fumes, odors, dusts, gases, chemicals. The employee must be able to walk, climb, balance, bend, carry, push, reach, sit, and stand. Machines / Tools / Equipment Ability to operate a personal computer and Microsoft Office Suite programs. Ability to operate standard office equipment, including a fax and scanner machine, laminate machine, copy machine, and telephone. Ability to carry and operate a mobile device & Laptop computer Ability to carry and operate a handheld radio. Ability to operate a Class C Vehicle Ability to travel on SPRINTER, BREEZE, and COASTER vehicles. Ability to operate a ticket vending machine and ticketing office terminal. Supplemental Information Application Information: All applicants must complete and submit an online application at A job offer is contingent upon the successful completion of a pre-employment drug screen and background check. NCTD is an Equal Opportunity Employer. Retirement: NCTD participates in the CalPERS retirement program with a benefit formula of 1.5% @ 65 for PEPRA new members. Benefits are calculated based on your age at retirement, the number of years of service credit with CalPERS and the average of your monthly compensation over the past 36 months (36 months average highest hourly pay rate). 457(b) Deferred Compensation Plan: NCTD offers a Voluntary Deferred Compensation Savings Plan through VOYA Financial Services. Employees are eligible to enroll any time after the date of hire. The plan allows you to contribute pre-tax and/or post-tax dollars into selected funds of your choice. The plan also allows you to: Contribute up to amount specified annually by the IRS Catch-up plan for those 50+ of up to amount specified annually by the IRS Is portable, can be rolled over into another qualified retirement plan Employer match into a 401(a) account (50% up to 8% of employee compensation; Max NCTD contribution of 4%) Medical Insurance: NCTD offers a rich variety of HMO and PPO plans to choose from and contributes towards your monthly medical premiums, if the coverage you select costs more than the amount NCTD contributes, then payroll deductions will be withheld on a pre-tax basis. Dental Insurance: NCTD offers two different dental plans for employees and their eligible dependents (HMO and PPO) from a reliable dental insurance provider. Human Resources can provide information regarding annual insurance provider and available plans. Both plans are part of NCTD's cafeteria plan (pre-tax payroll deductions for monthly premiums). Vision Insurance: NCTD offers vision services for employees and their eligible dependents through a reliable vision insurance provider. Human Resources can provide information regarding annual insurance provider and available plan. The plan is part of NCTD's cafeteria plan (pre-tax payroll deductions for monthly premiums). The benefits include: $10.00 co-pay for Annual Exam No charge for standard lenses every 12 months $125 retail allowance for frames every 2 years; OR $125 toward the contact lens. Life Insurance: NCTD cares for its employees, and thus provides at no cost to the employee group life insurance in the amount of $50,000 (coverage includes Accidental Death and Dismemberment and Accelerated Death benefits). Additional life insurance is available for you and your eligible dependents at your expense. Tax reporting is required for any amounts over $50,000, per IRS guidelines. Supplemental life insurance coverage premiums are deducted on a post-tax basis. Long Term Disability Insurance: NCTD offers voluntary Long-Term Disability (LTD) insurance. You may elect units of $100 up to 60% of your hourly wage to a maximum of $6,000/month. Deductions are post-tax, coverage 24/7, limitations or exclusions, and benefits are payable to age 65 or for two years (whichever is longer). Flexible Spending Account Plan: NCTD offers two core FSA plans and two Commuter plans. Health Care and Dependent Care plans are "Use It OR Lose It" calendar year plans (Jan. 1st - Dec. 31st). The Commuter Transit and Parking plans do not have a "use it or lose it" policy. Plans are as follows: Health Care Spending Account: May contribute up to amount specified annually by the IRS Dependent Care Spending Account: May contribute up to amount specified annually by the IRS (including limitations if married) Commuter Transit Accounts: May contribute up to amount specified annually by the IRS Disability Insurance: Employees contribute to California State Disability Insurance (SDI). The current contribution rate is 1.1% of earnings and is totally paid by the employee. After the 7-day waiting period, SDI pays a percentage of employee's salary up to a maximum of $1,540.00per week, for up to 52 weeks. SDI may be coordinated with Paid Time Off (PTO). Accident Insurance: NCTD offers voluntary accident insurance. You may elect coverage for you and your dependents for a flat monthly rate. Deductions are post-tax. Critical Illness Insurance: NTD offers voluntary Critical Illness insurance. You may elect coverage up to $10,000 in increments of $2,500, for you and between $2,500 - $5,000 for your dependents, not to exceed 50% of coverage amount. Deductions are post-tax. Administrative Holidays: NCTD recognizes 10 paid holidays per year: New Year's Day, Martin Luther King Day, President's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans' Day, Thanksgiving Day, and Christmas Day. PTO (Paid Time Off):All NCTD Regular, Probationary, and Limited-Term employees shall receive Paid Time Off (PTO). PTO shall be taken at reasonable times approved by the employee's supervisor. PTO shall be earned equally in each pay period during the year in accordance with the following schedule, based on the number of years of NCTD service completed: - 0 through 3.99 years of service completed: 120 hours per year (15 days) - 4.00 through 9.99 years of service completed: 176 hours per year (22 days) - 10 and more years of service completed: 216 hours per year (27 days) Transportation Passes: All NCTD employees receive an identification "PRONTO Card" which can be used to ride the following NCTD/MTS transit services (BREEZE, FLEX, SPRINTER, COASTER, MTS Bus, Trolley) at no charge. Eligible family members also receive a pass for NCTD public transportation at no charge (paratransit excluded). Bereavement Leave: NCTD offers paid bereavement leave. Employee Assistance Plan: The EAP offers assistance in areas such as: Emotional Support Work/Life Balance Family Care Family Status Change: This allows you to add/drop dependents from current benefit plan elections per IRS "Qualifying Events." If a "Qualifying Event" occurs, you MUST contact HR within 30 days of event, (Qualifying Event must relate to the benefit change you are requesting). Please contact Human Resources should you have any questions regarding NCTD Benefits. 01 The Customer Experience Department operates Monday-Friday 7:00AM-7:00PM and Saturdays, Sundays, and holidays 8:00AM-5:00PM. Are you able and willing to work the various shifts including days, swings, weekends, and holidays? Yes No 02 Do you have your high school diploma or equivalent? Yes No 03 Do you have at least 2 years of front-line Customer Service experience in a call center or similar environment? Yes No 04 Do you have an Associate Degree or higher? Yes No 05 Please select the duties you have experience at. Mark all that apply. Process Applications for Service Respond to inquiries and complaints from the public Research and Reconcile customer issues Perform trip planning Handle Cash Register 06 Please describe your experience working in a call center environment or similar. 07 Describe your experience working with the public. Have you ever had a situation where you encountered a difficult or challenging customer? Please explain Required Question

Created: 2026-03-10