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Transit Customer Service Specialist Series (Part-Time) – Communications
Job ID: 10886
Business Unit: MABSTOA
Location: New York, NY, United States
Regular/Temporary: Regular
Department: NYC Transit Authority
Date Posted: Mar 16, 2025
Description
Job Information:
Transit Customer Service Specialist Series (Part-Time) – Communications, JVN 10886
First date of Posting: 3/10/2025
Last date of Filing: 3/15/2025
Authority: OA
Department: Communications
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 (Part-Time): $47,794 - $62,370 (OA)
Transit Customer Service Specialist II (Part-Time): $57,357- $70,415 (OA)
Responsibilities:
Under supervision, this position responds to customer calls in the New York City Transit Subway 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: Automated Travel Information System to provide customer 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 to assist customers who call with safety issues, commendations and complaints. The Customer Service Representative must enter this data into the CRM system for investigation and respond to customer inquiries. The Genesys Cloud: web-based system allows Contact Center agents to perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot. 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; 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:
- 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.
Selection Method:
Based on evaluation of education, skills, experience, and interview.
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.
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.
