Transit Customer Service Specialist Series (Part-Time)

Transit Customer Service Specialist Series (Part-Time)

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.

A bachelors degree from an accredited college; or an associate degree from an accredited college and one 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 years of satisfactory, full-time experience in a customer service or public information capacity; or education and/or experience equivalent to "1", "2", or "3" above.

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.

Based on evaluation of education, skills, experience, interview, and written assessment. All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.

Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct. 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).

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.