Associate Transit Customer Service Specialist I/II

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 64,000 - 107,000; Full time

Job summary

An established industry player is seeking an Associate Transit Customer Service Specialist to enhance customer interactions in the Paratransit division. This role involves researching and verifying taxi authorizations, managing reimbursement inquiries, and maintaining accurate records. The ideal candidate will have a strong background in customer service, excellent administrative skills, and the ability to use specialized software effectively. Join a dynamic team dedicated to providing exceptional service and support to transit customers, ensuring a smooth and efficient process for all inquiries. This position offers a unique opportunity to contribute to public transportation excellence and engage with diverse communities.

Qualifications

• 2+ years of experience in customer service or public information.
• Proficient in handling customer inquiries and administrative tasks.

Responsibilities

• Research trips to verify taxi authorizations and assist with inquiries.
• Prepare weekly reports and manage customer correspondence.

Skills

Customer Service

Public Information

Administrative Skills

Data Entry

Education

Baccalaureate Degree

Associate Degree

High School Diploma

Tools

Adept Scheduling System

Taxi Reimbursements Database

BSC Portal

Job description

Associate Transit Customer Service Specialist I/II

Job ID: 10927

Business Unit: MABSTOA

Location: Long Island City, NY, United States

Regular/Temporary: Regular

Department: NYC Transit Authority

Date Posted: Mar 18, 2025

Description

Job Information

Title: Associate Transit Customer Service Specialist I and II - Paratransit

Authority: TA/OA

Department: Paratransit

Division/Unit: Contracts Management

Reports To: Mgr. Paratransit Contracts Mgmt.

Work Location: 33-00 Northern Blvd., Long Island City, NY

Hours of Work: As required

Contract Management / Paratransit Taxi Reimbursement Unit

The candidate will research trips in the Adept Scheduling system to verify taxi authorizations; enter authorized taxi trips into the Taxi Reimbursements Database. The incumbent assists customers with taxi reimbursement inquiries and processes adjusted taxi reimbursement requests. The incumbent will verify that Taxi Reimbursement checks were issued through the BSC Portal.

The incumbent will assist with Livonia record retention, i.e., the receiving, handling, coordinating, and manifesting of trips tickets and manifests. Prepare and submit weekly reports to the Business Service Center. Address customer inquiries related to Taxi Reimbursement in a timely and professional manner using specialized software. Assist the department manager with executive correspondence and administrative duties.

Compensation

Associate Transit Customer Service Specialist Level 1 TWU (OA) $64,104 - $82,824

Associate Transit Customer Service Specialist Level 2 TWU (OA) $72,164 - $93,600

Associate Transit Customer Service Specialist Level 1 DC37 (TA) $64,889 - $83,839

Associate Transit Customer Service Specialist Level 2 DC37 (TA) $85,223 - $106,184

Associate Transit Customer Service Specialist 2 - OP DC37 (TA) $72,132 - $93,562

NOTE: TA employees must be permanent in the Associate Transit Customer Service Specialist title in order to be considered or reachable on the Associate Transit Customer Service Specialist Series civil service list when established.

Education & Experience

A baccalaureate degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or

An associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity; or

A four (4) year high school diploma or its educational equivalent and four (4) years of satisfactory, full-time experience in a customer service or public information capacity; or

Education and/or related experience equivalent to 1, 2 or 3 above.

Other Information

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policy making 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.