Customer Service Specialist

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 38,000 - 52,000; Full time

Job summary

Metropolitan Transportation Authority (MTA) in New York seeks a Customer Service Specialist to manage Level 1 inquiries and service requests via email and phone, ensuring timely resolution and adherence to SLAs while recording interactions in Siebel CRM.

The role requires strong customer service, excellent communication, and the ability to work in a fast-paced environment with potential evenings, weekends, and travel to other MTA locations.

Qualifications

• Minimum three years' experience in customer service or call center-related experience
• Familiarity with CRM systems and customer management workflows
• Strong written and oral communication skills
• Ability to learn and use Siebel CRM and related tools
• Experience in a union-represented environment is a plus

Responsibilities

• Provide excellent customer service to customers
• Resolve inquiries/requests by email or phone
• Prioritize service requests and manage the queue of open inquiries
• Record and track all interactions via Siebel CRM
• Identify, interpret, analyze, and research issues and seek resolution to meet customer expectations
• Reassign or elevate service requests to Level 2 or 3 as appropriate
• Process transactions in PeopleSoft as assigned
• Complete assignments as delegated by the supervisor
• Comply with MTA and Department policies, practices, and procedures
• Support project activities including requirements gathering, design, configuration, testing, training, development & delivery
• Maintain knowledge of the organization and participate in training to develop such knowledge
• Track and report status of work
• Support other team members as appropriate
• Ensure assignments meet quality and SLA targets
• Adhere to the team budget
• Identify and implement continuous improvement initiatives
• Participate in user groups as necessary
• Document input to knowledge management tool

Skills

Customer service

Communication

Team collaboration

Time management

Problem solving

Education

High School Diploma or GED

Associate's degree preferred

Tools

Siebel CRM

Oracle ECM

Genesys Cloud

MS Office

IVR systems

Job description

Description

JOB TITLE: Customer Service Specialist

SALARY: $45,125

DEPT/DIV: HR Center of Excellence

SUPERVISOR: Manager - Customer Management Center

LOCATION: 333 West 34th Street, 10001 New York, NY 10004

HOURS OF WORK: 8:15 AM- 5:30 PM (8 Hours/Day – 30-minute lunch)

***This position is represented by the Transportation Communication Union (TCU)***

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.

Position Objective:

The purpose of this position is to manage, resolve, and eliminate Level 1 (basic) customer inquiries and service requests

Responsibilities:

• Provide excellent customer service to customers
• Resolve inquiries/requests by email or phone
• Prioritize service requests and manage the queue of open inquiries
• Record and track all interactions via Siebel CRM
• Identify, interpret, analyze, and research issues and seek resolution to meet customer expectations. Understand when to resolve or elevate
• Reassign or elevate service requests to Level 2 or 3 as appropriate
• Process transactions in PeopleSoft as assigned
• Complete assignments as delegated by the supervisor
• Comply with MTA and Department policies, practices, and procedures
• Support project activities including: requirements gathering, functional design & configuration, testing, training design, development & delivery, post-production support
• Understand the MTA and Department vision, including how individual responsibilities fit into the long-term strategies
• Maintain an appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge
• Track and report the status of work
• Support other team members as appropriate
• Ensure that all assignments are completed with the highest quality and within agreed-upon Service Level Agreement guidelines and Key Performance Indicator targets
• Adhere to the team budget
• Identify and implement continuous improvement initiatives as assigned
• Participate in user groups as necessary
• Identify and document input to the knowledge management tool

Knowledge/Skills/Abilities:

Required

• Strong customer service skills and professional demeanor
• Possess familiarity with the functional area
• Ability to process customer requests consistently with general supervision
• Ability to learn and use various Customer Management Center enabling technologies
• Working knowledge and use of PeopleSoft or related database software
• Ability to assess problems and promptly resolve or identify an appropriate team to resolve
• Strong oral and written communication skills
• Strong interpersonal skills with the ability to work with and collaborate across the Customer Management Center at all levels within and outside the organization.
• Strong organization and multitasking skills
• Strong time management skills and the ability to manage individual assignments
• Ability to work in a team environment
• Strong attention to detail
• Ability to handle sensitive situations and maintain a high degree of confidentiality

Preferred

• Understanding of Customer Management Center functions
• Working knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM), and Genesys Cloud or other Interactive Voice Response (IVR) system
• Familiarity with performance metrics and the ability to meet identified targets
• Working knowledge and use of office productivity tools (e.g., MS Office applications) and web-based applications
• Knowledge of Shared Services

Education and Experience:

Experience:

• Minimum three (3) years' experience in one or more of the following areas: HR (Employment, Recruitment, Benefits, HRIS), Procurement, Finance (Accounts Payable, Payroll), or three (3) years' experience in customer service/call center-related experience
• Previous call center experience preferred
• Shared Services experience preferred

Education:

Required

• High School Diploma or GED

Preferred

• An associate’s degree in business administration is preferred.

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”).

Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers, or within 180 days of hire or transfer for an employee entering an authorized driving position.

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.