Whenever you ride on a Metro bus, train, bike, or Metro Micro van, your ride is supported by hundreds of people –– drivers, mechanics, service attendants, custodians, security staff, call centers, mail clerks, and many other teams that you might not see on your ride but are essential to making your trip safe and comfortable.
As Customer Service Week continues, we’re honoring Metro staff members who have gone above and beyond the call of duty to ensure your experience with Metro is a great one. On Monday, we recognized two Metro Transit Security Officers who stepped in and helped passengers during a tense moment. Today, we’re honoring Candice, a TAP Information Agent with a knack for making customers feel heard.
Candice works in Metro’s call center and is responsible for answering questions about customer TAP cards, troubleshooting problems with the cards, and oftentimes, explaining various programs (such as GoPass and LIFE) and other discounts that are available to students, low-income riders, seniors, and people living with disabilities. She handles all calls with patience, empathy, and a genuine desire to solve problems.
Learn more about what she brings to her role below!
Have you noticed any Metro staff members going above and beyond? Help us recognize them by submitting a S.T.A.R. form (short for Special Thanks and Recognition). This program honors employees who consistently knock it out of the park when it comes to creating great experiences for riders. Send us the forms virtually at Metro.net/Star or via one of our Customer Care Centers. It’s fast and totally free. Our staff will certainly appreciate it.
Check back on Friday for our last Customer Service Week story!
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I recently had to renew my reduced-fare tap card and was concerned about losing the fare I had pre-loaded before realizing the card was about to expire. Unable to find an answer on the Metro site I called Customer Service and had the process explained by someone who may have been Candice. Sorry I don’t remember the agent’s name. I followed her advice and the process worked perfectly and I was soon riding the system again. Thanks to all who help us navigate and explore our great SoCal area without having to burn gas sitting in traffic or worry about parking, etc.