Deputy Director, Customer Service

Description Title: Deputy Director Customer Service Department: Paratransit Authority: NYCT Division/Unit: Customer Service Work Location: 33-00 Northern Blvd, Long Island City, NY 11101 Hours of Work: 9am - 5pm Compensation: $119,891 - $134,878 Deadline (if Applicable): Until Filled Reporting Manager (If Applicable): Customer Relations Officer POSITION SUMMARY MTA New York City Transit Paratransit (Access-A-Ride) Service is a federally mandated service, in accordance with the Americans with Disabilities Act (ADA) of 1990, providing origin-to-destination, demand-response, shared ride transportation for individuals with disabilities that cannot use fixed route public buses and subways. This position is responsible for supporting the Customer Relations Unit in managing the Correspondence team made up of NYCT staff, Contractors, and Interns; specifically guiding all aspects of assisting Access-A-Ride (AAR) customers and documenting their travel experience via the Customer Relations Management database (Cassie). RESPONSIBILITIES The Deputy Director Customer Service is responsible for assigning Cassie cases, handling escalated complaints, conducting monthly staff quality control, training and retraining. This role resolves AAR customer technology issues by investigating and communicating with MTA-IT or the Paratransit Project Management unit. Responsible for developing processes and policies for new initiatives such as the MY AAR app, AAR OMNY, AAR chat-Bot, and Paratransit internal technology systems. In addition, this role oversees all HR responsibilities for the Correspondence team (daily attendance, pay, staff tours, vacations, absences, conflicts, etc.). EDUCATION AND EXPERIENCE A Baccalaureate degree from an accredited college or university in Business Administration, Transportation Management, Public Relations, Journalism, or, Public Administration and five (5) years of full-time related experience, at least three (3) years of which of which must have been in a managerial/supervisory capacity. DESIRED SKILLS Excellent Customer Service experience Knowledge of FTA (Federal Transit Administration) and ADA (American with Disabilities Act) provisions Knowledge of Microsoft Applications Excellent verbal, written and interpersonal communication skills 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. #J-18808-Ljbffr Metropolitan Transportation Authority (MTA)