Transit Customer Service Specialist I​/II; Rep

title: transit customer service specialist i & ii (rep)

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

telework (if applicable):

reporting manager (if applicable): director

deadline (if applicable): until filled

compensation:

$49,208 - $64,214

$50,381 - $65,744

new hire: $43,808

$60,461, $74,221

$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.

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.

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.

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.

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…