Transit Customer Service Specialist I-II

Job Information: 8956
Title: Transit Customer Service Specialist I-II

First Date of Posting:  09/27/2024

Last Date of Posting:  10/11/2024

Authority:  TA

Department:  Subways

Division/Unit:  Facilities

Reports To: Assistant Director, Facilities Management

Location: 2 Broadway, New York, NY

Hours of work: 8:30am to 4:30pm

This position on the NYC Transit payroll is competitive and is eligible for the 55-a Program.  This position is open to qualified persons who are eligible for the 55-a Program.  Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program.  For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page

Compensation:

• Transit Customer Service Specialist I - $47,659 - $62,193
• Transit Customer Service Specialist II - $58,558 - 71,885
  • S1F $50,916

Responsibilities: 

Facilities Management in the Department of Subways, Division of Facilities is seeking a motivated candidate to perform customer service, service requests, data analysis and contract management.  The selected candidate will perform the following functions:

• Provide excellent customer service to all facilities clients and vendors within Facilities Management.
• Prioritize service requests including but not limited to moves and furniture request.
• Track and report status of all service requests on a departmental level. Handle all logistics and operations for new renovated space, including mapping out move logistics and furniture requests.
• Support project information system(s) for planning and control of project development and status, including updating all NYCT’s department floor plans and employee’s seating allocations throughout all 30 floors of 2 Broadway utilizing Gensler - Integrated Workplace Management Software (WISP).
• Process transaction in PeopleSoft including but not limited to contract requisitions, process invoices, preparing bid documents for submittal and receipting for payment.
• Draft contractual provisions based on senior leadership input and department needs and expectations. Develop standards for contracts, including payment terms, general language, and provisions.
• Coordinate, track and update all Certificate of Insurance and security access for all deliveries with each vendor and end user.
• Assist with creating work order tickets and updating status of work orders.
• Determines and coordinates meetings between internal and external stakeholders.
• Other tasks as directed.

Education and Experience:

• 1. A baccalaureate degree from an accredited college or university; or
• 2. An associate degree from an accredited college or university and one year of satisfactory, full-time experience in a customer service or public information capacity; or
• 3. A four-year high school diploma or its educational equivalent and two years of satisfactory, full-time experience in a customer service or public information capacity; or
• 4. Education and/or experience equivalent to “1”, “2” or “3” above.

Desired Skills:

• Ability to develop, collect, formulate, and maintain databases, spreadsheets, estimates, project schedules and reports
• Working knowledge of New York City Transit’s capital and operating budgets processes
• Excellent written, verbal communication and interpersonal skills including conflict resolution
• Excellent organizational skills, reporting, calendaring, detailed oriented
• Ability to persevere and maintain confidentiality with sensitive documents
• Strong computer skills including Microsoft Office 365 applications

Selection Method:

Based on evaluation of education, skills, experience, and interview.

All appointments, with the exception of the Department of Subways employees on MABSTOA payroll, will be made on the NYCT payroll.

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.