Job Title: Manager Executive Correspondence
First date of posting: 10/26/2023
Last date of posting: Open till filled.
NY Authority: TA/OA
Division/Unit – Customer Relations
Reports To: Deputy Director Customer Relations
Location: 33-00 Northern Boulevard, Long Island City
Hours of Work: Managerial
This position is responsible for coordinating with the offices of the President, Senior Vice President, Paratransit’s Vice President, and Paratransit’s staff to ensure proper investigation, resolution, and closure of complex complaint issues. Writes response letters or statement-of facts memorandum for the President and Sr. VP’s signature. Works with NYCT Government and community relations and the offices of elected officials on their issues. Interacts directly with customers to resolve inquiry and complaint issues making sure that they are adequately addressed, or the customers are referred to the appropriate offices with Paratransit or NYCT. Prepares and reviews executive office correspondence and develops relationships with Government Community Affairs, advocates, elected offices and officials. Develops and review customer facing content for publication. Investigates complaints using the Adept Scheduling system, the Automatic Vehicle Location Monitoring (AVLM) and the Reservation recording system (NICE). Develops, implements, and maintains a customer correspondence tracking system using the Cassie System. Tracks correspondence back logs and takes appropriate actions to reduce back logs. Generates and evaluates complaints reports and presents to Sr. Management for service recommendations. Performs monthly analysis of complaints by category, makes recommendations for service improvements. Produces reports for the Division on complaints.
Salary Range $77,463 - $114,945 (Grade F- 516 Points)
Education and Experience
A Baccalaureate degree from an accredited college with a major in Business Administration, Transportation, Public Administration, Law, or a satisfactory equivalent and five (5) years of full-time, paid, related experience with three (3) years managerial/supervisory/administrative experience, or
A satisfactory equivalent of the combined education and experience requirements.
Desired knowledge, skills, and abilities:
Customer service experience
Knowledge of the Americans with Disabilities Act (ADA)
Must possess excellent verbal, written, and interpersonal skills.
Must be PC literate and excellent with Microsoft Office/Excel
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.