Passenger Service Representative

New York City Department of Transportation; New York (NY); On-site; USD 42,000 - 66,000; Full time

Job summary

The New York City Department of Transportation is seeking a Community Associate for the Staten Island Ferry’s Passenger Service Office. The role reports to the Customer Service Manager and oversees Lost and Found operations and related administrative duties.

Typical tasks include managing the 311 system for lost items, assisting passengers with directions and schedules, and handling inquiries by mail, email, phone, or in person. Strong communication and organizational skills are essential.

Qualifications

• High school graduation or equivalent with three years of experience in community work or related duties.
• Education and/or experience equivalent to the above are acceptable.

Responsibilities

• Maintains Lost and Found items and related customer service duties.
• Assists passengers with directions, maps, schedules, and tourist information.
• Responds to inquiries by mail, email, phone, or in person.
• Drafts correspondence and enters data into files.

Skills

Microsoft Word

Microsoft Excel

Microsoft Outlook

Written communication

Verbal communication

Analytical skills

Customer service

Organization

Multi-tasking

Bilingual (plus)

Education

High school graduation or equivalent with 3 years related experience

Education/experience equivalent to above

Job description

Under general direction, serves as the Passenger Service Office representative for the Staten Island Ferry and reports directly to the Customer Service Manager. The selected candidate will be responsible for the Lost and Found operation and perform related administrative and customer service duties.

EXAMPLES OF TYPICAL TASKS: Maintains a portion of the Staten Island Ferry 311 system for lost and found items, permit requests, and complaints. Assists passengers with directions, transit maps, schedules, and tourist information. Responds to complaints and lost and found inquiries by mail, email, telephone, and/or in person. Drafts correspondence, collects and enters data into electronic and paper files, and performs related duties as assigned.

COMMUNITY ASSOCIATE - 56057

Minimum Qualifications

Qualification Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Education and/or experience which is equivalent to "1" above.

Preferred Skills

• Proficiency in Microsoft Word, Excel, and Outlook.
• Strong written, verbal, and analytical skills.
• Excellent customer service and public-facing communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle multiple assignments.
• Bilingual skills are a plus.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.