Transit Customer Care Specialist

Jobvite, Inc.; New York (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

The Metropolitan Transportation Authority is seeking a Customer Service Representative to manage Level 1 inquiries, resolve issues via phone or email, and route escalations to Level 2 or 3. You will maintain detailed records in Siebel CRM and process transactions in PeopleSoft while upholding MTA policies.

Ideal candidates have strong communication, confidentiality, and teamwork skills, with 3+ years in customer service or related fields.

Qualifications

• Minimum three years' experience in HR, Procurement, Finance, or three years' experience in customer service/call center-related experience.
• Previous call center experience preferred.
• Shared Services experience preferred.

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.
• Understand the MTA and Department vision, including how individual responsibilities fit into the long-term strategies.

Skills

Customer Service

Industry knowledge

Call Center Basics

CRM Tools

PeopleSoft

Problem Solving

Communication

Team Collaboration

Time Management

Attention to Detail

Confidentiality

Education

High School Diploma or GED

Associate degree (Business Administration)

Tools

Siebel CRM

Oracle ECM

Genesys Cloud / IVR

MS Office

Job description

The Metropolitan Transportation Authority is seeking a Customer Service Representative to manage Level 1 inquiries, resolve issues via phone or email, and route escalations to Level 2 or 3. You will maintain detailed records in Siebel CRM and process transactions in PeopleSoft while upholding MTA policies.

Ideal candidates have strong communication, confidentiality, and teamwork skills, with 3+ years in customer service or related fields.