First-Line Customer Support 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

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.