Description

Job Title: Customer Service Representative (Transit Customer Service Specialist I & II, Full-time)

Job ID: 3376                                                                        

Locations: Manhattan - Downtown     

Full Time/ Part Time: Full -Time

Regular/Temporary: Regular

Job Information

Title: Customer Service Representative (Transit Customer Service Specialist I & II, Full-time)

First date of Posting: 8/28/2023

Last date of Filing: 09/23/2023      

Authority: TA/OA

Department: Customer Contact Center

Division/Unit: Customer Services

Location: 2 Broadway

Reports to: Associate Transit Customer Specialist

Hours of Work: Shift Hours; varied, including nights, weekends, and holidays.
 

Compensation

Transit Customer Service Specialist I (Full-Time): $43,353 - $56,574 (OA)

(New hire rate $37,697)

Transit Customer Service Specialist II (Full-Time): $52,027 - $63, 868 (OA)

 (New hire rate $45,238)

Transit Customer Service Specialist I (Full-Time): $42,345 - $55,258 (TA)

(New hire rate $37,697)

Transit Customer Service Specialist II (Full-Time): $52,027 - $63,868 (TA)

(New hire rate $45,238)

Responsibilities

Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511. The incumbent must have the aptitude to learn and master multiple inter-agency systems and applications such as: Trip Planner+ to provide customers with travel itineraries by subway, bus, and rail throughout the region; eFIX to assist customers in filing reduced fare and MetroCard claims; Cassie: Salesforce CRM : Cloud-based Customer Relationship Management (CRM) platform, designed for MTA - Embedded Genesys Cloud widget which allows for easy case and account creation access to assist customers who call with safety issues, commendations and complaints. The incumbent must enter this data into the CRM system to investigate and respond to customer inquiries. The Genesys Cloud: Web-based system allows Call Center Agents to perform inbound and outbound customer interactions by phone, email, or chat. The incumbent will also use Interactive Voice Response (IVR) systems and collaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items. 

Education and Experience

1. A baccalaureate degree from an accredited college; or
2. An associate degree from an accredited college and one year of satisfactory, full-time experience in a customer service or public information capacity dispensing information and listening to and resolving customers’ general concerns, complaints and/or problems regarding a company’s products or services; or
3. A four-year high school diploma or its educational equivalent and two years of satisfactory, fulltime experience as described in “2” above.

Desired Skills

Knowledge of MTA subway and bus systems; excellent communications skills; customer service and sensitivity skills; keyboard proficiency – 40 words per minute; proficient in Microsoft Office Suite; proven call handling skills working in a fast-paced call center environment

Other Information

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.