Job Information
MTA Customer Service Representative (Transit Customer Service Specialist I & II, Full-time) in New York, New York
Customer Service Representative (Transit Customer Service Specialist I & II, Full-time)
Job ID: 7731
Business Unit: MABSTOA
Location: New York, NY, United States
Regular/Temporary: Regular
Department: Contracts Management
Date Posted: Jun 14, 2024
Description
Job Information
Customer Service Representative (Transit Customer Service Specialist Full-time)
JVN 7731
Title: Customer Service Representative ( Transit Customer Service Specialist I & II, Full-time)
First date of Posting: 06/14/2024
Last date of Filing: 06/19/2024
Authority: TA/OA
Department: Customer
Division/Unit: Customer Services/Customer Contact Center
Location: 2 Broadway
Reports to: Associate Transit Customer Service Specialist/Staff Analyst
Hours of Work: Shift Hours; varied, including nights, weekends, and holidays.
Salary:
TA:
Transit Customer Service Specialist I (TA): $42,345 – $55,258
Transit Customer Service Specialist II (TA): $52,027 - $63,868 (New Hire Rate: $45,238)
OA:
Transit Customer Service Specialist I (OA): $43,353 - $56,574 (New Hire Rate: $37,697)
Transit Customer Service Specialist II (OA): $52,027 - $63,868 (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: Automated Travel Information System 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 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 c ollaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items.
Education and ExperienceA Bachelor’s degree from an accredited college; or
An Associate’s degree from an accredited college and one (1) year of satisfactory, full-time experience in a customer service or public information capacity; or
A four-year high school diploma or its educational equivalent and two (2) years of satisfactory, full-time experience as described in “2” above; or
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.
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.