Transit Customer Service Specialist I & II (Customer Service)

Title: Transit Customer Service Specialist I & II
First Date of Posting: 5/1/2017
Last Date of Filing: 05/22/2017
Authority: OA/TA
Department: Corporate Communication
Division/Unit: Customer Service
Reports to: Associate Transit Customer Service Specialist
Work Location: 2 Broadway, Manhattan
Hours of Work: Various, as required

Compensation

Salary range:

Transit Customer Service Specialist II (OA/TA): $48,431 – $59,455 (New Hire Rate: $42,112)

Transit Customer Service Specialist I (OA): $40,357- $52,664 (New Hire Rate: $35,092)

Transit Customer Service Specialist I (TA): $38,741 – $50,555

Responsibilities

Under supervision, this position responds to customer telephone calls in the Travel Information Center (TIC) which handles about one million calls annually. The incumbent uses Trip Planner+ to provide customers with travel itineraries by subway·, bus and rail throughout the region. The position also assists customers who call with reduced fare. MetroCard, safety issues, commendations and complaints. The incumbent must enter this data into the Customer Relations Management (CRM) system, and use the CRM system to investigate and respond to customer inquiries.

Education and Experience

1- A baccalaureate degree from an accredited college; or

2- An associate degree from an accredited college and one 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 years of satisfactory full-time
experience in a customer service or public information capacity; or

4- Education and/or experience equivalent to 1, 2 or 3 above.

Desired Skills

– Knowledge of MTA subway and bus service.
– Excellent telephone communications skills.
– Customer service skills and sensitivity.
– Keyboard proficiency: 40 words per minute.

Selection Method

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

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.

As an employee of NYCT or MaBSTOA, 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 (this figure is subject to change) per year or if the position designated as a policy maker.

How To Apply

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Equal Employment Opportunity

MTA New York City Transit is an Equal Opportunity Employer.