Customer Service Representative

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 77,000 - 105,000; Full time

Job summary

The Metropolitan Transportation Authority (MTA) is seeking a Customer Service Representative to assist the public with Long Island Railroad travel and ticket services. This full-time role requires delivering accurate information via phone, chat, and in-person interactions at 93-02 Sutphin Blvd, Jamaica, NY, with a Thur-Fri 8a-4p and Sat-Mon 2p-10p schedule.

Responsibilities include handling inquiries, processing refunds, updating CRM records, and guiding customers through rules, schedules and

Qualifications

• Must have excellent telephone etiquette.
• Familiar with CRM and supporting apps such as Lost & Found, MailRide, Ticket Refunds, and documentation of complaints.
• Willingness to wear a headset.
• Familiar with LIRR TrainTime and social media interfaces (Facebook, Twitter).

Responsibilities

• Answer incoming calls and chats; follow up on customer matters.
• Provide information on rules, rates, schedules, service status, and fare options.
• Handle refunds and ticket issues; escalate as needed.
• Document calls in the database; provide confirmation numbers for incidents.
• Respond to inquiries via LIRR social media platforms.

Skills

Telephone etiquette

CRM familiarity

Multi-channel communication

Headset use

Social media CSR

Tools

CRM system

MailRide

Ticket Refunds

Job description

Description

JOB TITLE: Customer Service Representative

DEPT/DIV: Customer Services

SUPERVISOR: Manager, LIRR Customer Contact Center

WORK LOCATION: 93-02 Sutphin Blvd, Jamaica, NY 11435

TOUR OF DUTY: Thur-Fri 8a-4p, Sat-Mon 2p-10p

RELIEF DAYS: Tuesday/Wednesday

FULL/PART-TIME: FULL

HOURLY RATE: $43.75

DEADLINE: Until filled

Opening

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Job Summary

Responsible for providing superior customer service to the public, providing accurate and up to date information regarding all Long Island Railroad travel and ticket services.

Responsibilities

• Responsibilities include answering incoming calls, chats and making outgoing calls as required to follow-up on a customer matter, providing information on rules and regulations (i.e. on-board information, smoking, no radio playing, safety, etc.), rates, schedules, service status, station/facility information, trip planning, fare purchase options, and permit or other application/policy procedures for all MTA Agencies.


• Responsible for handling all calls from Corporate Communications (Complaints/Inquiries/Policy Related Questions {i.e. ticket refunds, published/non-published connections, etc.), MailRide, Ticket Refunds and Ticket Machines Assistance (i.e. document problem, send inquiry to appropriate department/subject matter expert, follow up and investigate, etc.).


• Responsible for documenting all calls using a Communication Database System and providing customers with a confirmation number for incidents that require investigation and/or follow-up.


• Responsible for accessing various applications for each Department and providing customer information and/or to confirm information. Answer and respond to incoming calls, and record information about problems, complaints, commendations, and other matters and re-contact a customer (if required) with a call-back. In addition, some ad-hoc responsibilities may include replying to customers using social media to answer any questions via all LIRR Social Media platforms.


• Responsible for accessing and updating manual forms and/or automated systems on behalf of customers for transactions including, but not limited to, customer account information, lost and found matters, accident reports, damage claims, delay verifications and payment transactions.

Required Qualifications

• Must have excellent telephone etiquette with the ability to answer telephone inquiries from the public.


• Must be familiar with CRM as well as other various applications, including but not limited to Lost & Found, MailRide, Ticket Refunds, documentation of complaints, etc.


• Must be willing and able to wear a headset.


• Have familiarity with all LIRR TrainTime, Chat interfaces for Facebook, Twitter, etc.

Other Information

May need to work outside of normal work hours (i.e., evenings and weekends)

Travel may be required to other MTA locations or other external sites.

According 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 those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.