Transit Customer Care Specialist I/II

Jobvite, Inc.; New York (NY); On-site; USD 49,000 - 74,000; Full time

Job summary

MTA NYC Transit is seeking a Transit Customer Service Specialist I/II (Rep) to handle customer calls in the 511 Contact Center, supporting subway, bus, and rail travelers across NYC. You will learn and operate multiple inter-agency systems, including eFIX, OMNY, Salesforce CRM, and the Genesys Cloud Contact Center, assisting with inquiries, complaints, and safety concerns.

Candidates should have a relevant degree or equivalent experience in customer service, strong communication skills, and

Qualifications

• Bachelor's degree or equivalent experience in customer service/public information.
• Associates degree plus 1 year of full-time customer service experience.
• High school diploma plus 2 years of customer service experience or Education/experience equivalent.

Responsibilities

• Respond to customer calls in NYC Transit 511 Contact Center (>1 million calls/year).
• Use systems like eFIX, OMNY, Salesforce CRM, Genesys Cloud to assist customers with inquiries, safety issues, and complaints.
• Enter data into CRM and coordinate with 511 operations and Lost & Found as needed.

Skills

Excellent communication skills

Customer service

Keyboard 40 wpm

Microsoft Office

Fast-paced call center

Education

Bachelor's degree

Associate degree +1 year experience

High school diploma +2 years experience

Tools

Salesforce CRM

Genesys Cloud

IVR systems

eFIX

OMNY

Job description

MTA NYC Transit is seeking a Transit Customer Service Specialist I/II (Rep) to handle customer calls in the 511 Contact Center, supporting subway, bus, and rail travelers across NYC. You will learn and operate multiple inter-agency systems, including eFIX, OMNY, Salesforce CRM, and the Genesys Cloud Contact Center, assisting with inquiries, complaints, and safety concerns.

Candidates should have a relevant degree or equivalent experience in customer service, strong communication skills, and