Community Affairs and Customer Relations Assistant

Resume Due Date: April 19, 2017

Functional Job Title: Community Affairs and Customer Relations Assistant

Civil Service Title: Community Coordinator

Department/Division: Operations

Work Location: Randall’s Island

Compensation

Earnings Potential: Min $52,863Mid $66,079

Hay Points: 323

Overtime Eligibility: Eligible for paid overtime in accordance with FLSA

(Actual salary offers are made subject to the salary administration policy and are made considering a number of factors including, but not limited to, the selected candidate’s salary and work history.)

Responsibilities

Under the supervision of Director of Operations-Community Affairs & Customer Relations, this position provides support to the Director in communicating the benefits of B&T’s $3 billion Capital Program, State-of-Good-Repair and Maintenance projects to customers, community and elected officials, in relation to anticipated service impacts.

Responsible for supporting customer communications and customer relations management, responding to B&T customer emails via MTA’s RightNow website system, as well as phone calls and written correspondence; maintaining monthly record of customer complaints in database for Operations Report, subject to MTA Audit. Resolving customer complaints by partnering with Facility, Revenue Management, E-ZPass/AET, Special Operations and Internal Security staff for assistance with investigations.

Assist with presentations and outreach to inform customers, community, elected officials regarding Authority tolling policies, programs, and initiatives. Examples: ORT/Cashless Tolling; E-ZPass.

Assist with updates to B&T page of MTA website, including content and Social Media; lend support for special projects and events, customer initiatives, marketing and surveys, as needed.

Provide assistance and information to MTA HQ Press Office for issuance of customer-service-related media advisories, and with B&T Command Center on messaging for MTA Customer Email/Text Alerts.

Other duties include: support to Operations; coordinate with Revenue Management/E-ZPass, Strategic Initiatives on customer issues and targeted marketing efforts. Represent Director at on-site facility meetings, and as needed with MTA HQ. Contribute Operations articles to MTA Today employee website.

Qualifications

Community Coordinator

Minimum Qualifications

1.A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or

2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or

3. Education and/or experience which is equivalent to “1” or “2” above. However, all candidates must have at least one year of experience as described in “1” above.

Desired Skills

Specialized Qualifications, Skills and Knowledge:

A Bachelor’s degree from an accredited college and 2 – 4 years of experience in community affairs/customer relations management or government and public affairs,

Strong knowledge of New York City and/or New York State government, and the regional transportation network, with strong knowledge of New York City and/or New York State government, and the regional transportation network.

Driver’s License required.

Demonstrated ability to make complex subjects understandable to the average person.

Technology savvy with Internet and Social Media communication skills.

Excellent writing, editing, interpersonal skills, and ability to work with staff at all levels within an organization.

Strong organizational skills.

Other Information

MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS). This vacancy is being filled as a Provisional Appointment as there is no established Civil Service list for this title. As an employee of MTA Bridges and Tunnels, you should look to take Civil Service examinations not only for this provisional title but other titles in your job family. Continued employment is contingent upon your taking and passing a Civil Service examination followed by your selection from the Civil Service list to a Permanent Appointment in this or a similar title.

Also, as an employee of MTA Bridges & Tunnels you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $91,821.00 (this figure is subject to change) per year or if the position is designated as a policy maker.

How To Apply

Qualified applicants can submit an online application by clicking on the ‘APPLY NOW’ button from either the CAREERS page or from the JOB DESCRIPTION page.

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Equal Employment Opportunity

MTA Bridges and Tunnels is an Equal Opportunity Employer