Associate Transit Customer Service Specialist Series
About the role
New York City Transit is seeking 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, categorizing, analyzing, responding to, and reporting on customer inquiries, issues, and comments regarding NYC Transit Subways and Buses, including inquiries related to the MTA’s fare payment system, OMNY. You will also be expected to embrace an ethos of customer service, work collaboratively with other teams/departments, analyze customer data, and help guide policy.
Responsibilities
- Monitor intake queues, review and ensure the correct categorization of customer feedback, share feedback with appropriate internal teams as necessary
- Determine the best response to resolve customer issues or satisfactorily address their concerns
- Provide customers with accurate and timely replies
- Embrace an ethos of customer service, be a resolute advocate for the customer, work collaboratively with other teams/departments to foreground their concerns, help identify root causes and find sustainable solutions
- Analyze customer data collected through multiple channels and use database tools to develop sophisticated reports and dashboards on customer feedback to identify trends, detect problems, check on SLAs and KPIs, monitor case queues, and help guide policy
- Avoidance of established Customer Relationship Management (CRM) quality control protocols to maintain and enhance data integrity
- Help organize and participate in in-person outreach events where customers have an opportunity to meet face-to-face with NYC Transit leadership
- Devote a portion of your workweek to providing support to the Deputy Chief, Customer Services & Engagement, on day-to-day organizational tasks as well as special projects
- Work one weekend day, Saturday or Sunday, with one adjacent day off during the week as your off-duty days (i.e., Friday-Saturday, Sunday-Monday)
- Work on some weekday holidays may also be required
- Provide coverage during the early evening period (i.e., 10 a.m. – 6 p.m., 11 a.m. – 7 p.m., 12 p.m.– 8p.m, etc.)
Requirements
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
- An associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity
- 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
Desired Skills
- Knowledge of analytical or database software, particularly CRM or business intelligence systems
- Experience with Salesforce or similar CRM products
- Experience with social media customer service software
- Proficiency with Power BI and Tableau
- Exceptional analytical skills, attention to detail, and deadlines
- Strong verbal, written, research and interpersonal communication skills
- Proficiency in at least one language in addition to English
- Sound judgement and excellent work ethic
- Highly organized and able to deftly manage multiple projects at the same time
- Proficiency in all Microsoft applications
Benefits
The posted range reflects expected compensation and may be updated as market or business needs evolve. Final salary is determined by experience, skill set, and alignment with compensation practices.
Pay
$66,998 - $86,564 for Assignment Level I
$87,993 - $109,635 for Assignment Level II
Schedule
One weekend day, Saturday or Sunday, with one adjacent day off during the week as your off-duty days (i.e., Friday-Saturday, Sunday-Monday)
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
Skills
Knowledge of analytical or database software, particularly CRM or business intelligence systems
Selection Method
Based on evaluation of education, skills, experience, interview, and written assessment.
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.