Transit Customer Service Specialist I/II

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 44,000 - 74,000; Full time

Job summary

Metropolitan Transportation Authority (MTA) Transit Customer Service Specialist I & II in New York City handle customer inquiries at the 511 Center, using multiple systems to provide travel information and resolve issues. The role requires strong communication and call-handling abilities in a fast-paced environment.

Responsibilities include using CRM tools like Cassie, managing OMNY and 511 workflows, and coordinating with Lost & Found via Chargerback.

Qualifications

• Bachelor's degree from an accredited college.
• Associates degree with 1 year of customer service/public information experience.
• Four-year high school diploma or educational equivalent with 2 years of related experience.
• Education/experience equivalent to 1, 2 or 3 above.

Responsibilities

• Respond to customer calls in the 511 Center handling over 1 million calls yearly.
• Learn and use inter-agency systems and applications (e.g., Automated Travel Information System, eFIX, Cassie, OMNY, 511).
• Enter data into the CRM system for investigation and respond to inquiries.
• Coordinate with Lost & Found using Chargerback to set appointments for found items.

Skills

Customer service

Communication skills

Keyboard 40 wpm

MS Office

Call center experience

Education

Bachelor's degree

Associate's degree + 1 year experience

High school diploma + 2 years experience

Education/experience equivalent

Tools

Salesforce CRM

Genesys Cloud

IVR

Chargerback

Job description

Description

Job Information

Title: Transit Customer Service Specialist I & II

Authority: TA/OA

Department: Customer

Division/Unit: Customer Services/Customer Contact Center

Location: 2 Broadway

Hours: Various: Shift Hours; varied, including nights, weekends, and holidays

Reporting Manager (if Applicable): Director

Deadline (if Applicable): Until Filled

Compensation: TA - DC37, OA - Non Rep

Transit Customer Service Specialist I

Salary Range: $49,208 - $64,214

Salary Range: $50,381 - $65,744

New Hire: $43,808

Transit Customer Service Specialist II

Salary Range: $60,461, $74,221

Salary Range: $60,461 - $74,221

New Hire: $52,571

Selected candidates who are new hires to the MTA will be appointed at the minimum salary of the posted range, in accordance with applicable MTA compensation guidelines and policies.

Responsibilities

Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511. The incumbent must have the aptitude to learn and master multiple inter-agency systems and applications such as: Automated Travel Information System to provide customers with travel itineraries by subway, bus, and rail throughout the region; eFIX to assist customers in filing reduced fare and MetroCard claims/OMNY ; Cassie: Salesforce CRM: Cloud-based Customer Relationship Management (CRM) platform to assist customers who call with safety issues, commendations and complaints. In addition, you will be required to work between the OMNY and the 511 operations. The Customer Service Representative must enter this data into the CRM system for investigation and respond to customer inquiries. The Genesys Cloud: Web-based system allows Contact Center agents to perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot. The incumbent will also use Interactive Voice Response (IVR) systems and collaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items.

Education and Experience

1. A Bachelors degree from an accredited college; or
2. An Associates degree from an accredited college and one (1) year of satisfactory, full-time experience in a customer service or public information capacity; or
3. A four-year high school diploma or its educational equivalent and two (2) years of satisfactory, full-time experience as described in “2” above; or
4. Education and/or experience equivalent to “1”, “2” or “3” above.

Desired Skills

Knowledge of MTA subway and bus systems; excellent communications skills; customer service and sensitivity skills; keyboard proficiency – 40 words per minute; proficient in Microsoft Office Suite; proven call handling skills working in a fast-paced call center environment.

Selection Method

Based on evaluation of education, skills, experience, interview, and written assessment.

All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.

Other Information

Appointment may be at a comparable level to current level of selected candidate. (If necessary)

As an employee of MTA NYC Transit, you may be required to complete an annual financial disclosure statement with the state of New York, if your position earns more than $101,379 (this is subject to change) per year or if the position is designated as a policy maker.

For 55-a eligible titles: Candidates selected for this position may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page

TA APPLICANTS MUST BE IN A PERMANENT CIVIL SERVICE STATUS IN THE TITLE(S). IF YOU ARE ON AN ESTABLISHED LIST, YOUR LIST NUMBER MUST BE REACHABLE TO BE CONSIDERED FOR APPOINTMENT. 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.

Additional Information

Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct. Pursuant 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”).

EQUAL EMPLOYMENT OPPORTUNITY

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.