Associate Transit Customer Service Specialist Series (MTA Communications)

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Description

Job Information

Job Title: Associate Transit Customer Service Specialist Series (MTA Communications)

Job ID: 3625

Location: Manhattan - Downtown

Full-time / Regular

First date of posting: 1/12/24 Last date of posting: 2/2/24 Authority: OA / TA Department: MTA Communications Division/Unit: Customer Services

Reports To: Director, MTA Communications Work Location: 2 Broadway, Manhattan Hours of Work: Various as required

Overview

We're building a team of energetic front-line employees to reimagine the customer experience for the more than 8 million people that we move each day. If you get excited about making sure our customer's needs and expectations are satisfied - this role may be for you. New York City Transit is looking for expert communicators to provide world-class customer care for the millions of people we move each day. In this role, you will be responsible for monitoring intake queues, agent telephone calls, and attending in- person customer-centered events such as TransitTalk. You are expected to have strong verbal, written, and interpersonal skills, a positive attitude, and an eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends. The desk supervisor works in the New York City Transit Customer Contact Center, which handles more than 1 million calls annually regarding transit travel, reduced fare, commendations, complaints, and MetroCard information via 511 telephone and in-system Help Point intercoms. The desk supervisor is the unit's quality control coordinator, responsible for collecting test call data from contact center supervisors and preparing management reports analyzing test calls for quality and customer courtesy. This supervisor will also investigate customer complaints and recommend corrective actions. They are responsible for creating agent content for on- screen guidance to support a first call resolution strategy.

Compensation Associate Transit Customer Service Specialist 1 (OA) - $60,424 - $78,070

Associate Transit Customer Service Specialist 2 (OA) - $68,021 - $88,227

Associate Transit Customer Service Specialist 1 (TA) - $57,653 - $74,489

Associate Transit Customer Service Specialist 2 (TA) - $75,719 - $94,343

Responsibilities

As a desk supervisor you will monitor intake queues, working collaboratively with other teams/departments to foreground their concerns, help identify root causes and find sustainable solutions. You will also be responsible for analyzing customer data collected through multiple channels and using database tools to develop sophisticated reports and dashboards on customer feedback to identify trends, detect problems, check on SLAs and KPls, monitor case queues, and help guide policy. You will be expected to adhere to established CRM quality control protocols to maintain and enhance data integrity. In this role you may also be called upon to supervise staff, at the discretion and direction of department management. In addition, you may be asked to help organize and participate in outreach events such as the TransitTalks held at subway stations where customers have an opportunity to meet face-to-face with NYC Transit leadership. You may also be called upon to devote a portion of your workweek to providing support to the Senior Director of Customer Services on day-to-day organizational tasks as well as special projects. The position may also include other duties, as assigned.

Education and Experience

• A bachelor's degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or

• An associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity; or

• A four-year high school diploma or its educational equivalent and four (4) years of satisfactory, full-time experience in a customer service or public information capacity; or

• Education and/or experience equivalent to "1", "2", or "3" above.

Special Note:

To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above.

Desired Skills

• Experience with Salesforce or similar CRM products familiarization.
• Exceptional analytical skills, attention to detail and deadlines.
• Strong verbal, written, research and interpersonal communication skills.
• Sound judgment and excellent work ethic.
• Highly organized and able to deftly manage multiple projects at the same time.
• Knowledge of automated systems to monitor agent performance and SLA's.
• Strong customer service and communications background.
• Knowledge of MTA subway and bus service.
• Experience using social media in a business or professional work environment.
• Highly organized and able to deftly manage multiple projects at the same time.
• Ability to multi-task several projects and deliver favorable results under pressure.
• Recognized problem-solving skills to analyze performance data and develop strategies to achieve operational goals.
• Aptitude towards learning and mastering multiple inter-agency systems and applications.
• Proven skills in Microsoft Office Suite, mainly Excel and Access, for generating reports.

Other Information

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.