Assoc.Trans.Cust.Serv.Spec.2
Description
Job Information
Title: Associate Transit Customer Service Specialist I and II – Paratransit
First date of posting: 2-28-2024
Last date of posting: Open till filled.
Authority: TA/OA
Department: Paratransit
Division/Unit: Command Center
Reports To: Manager Paratransit Scheduling
Work Location: 33-00 Northern Blvd., Long Island City, NY
Hours of Work: As required.
Candidates selected for this position on the NYC Transit payroll 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 regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page
Responsibilities
The selected candidate will perform high-level administrative and technical functions in the Paratransit Division. Assist customers over the phone and with service inquiries. Act as coordinator between Paratransit's carrier service providers and customers. In compliance with ADA rules and regulations, the candidate will be responsible for scheduling all trip requests including handling of demand and subscription of service, taxi carrier, and broker service requests. Monitor and maintain updated information on vehicle configuration by route for each carrier service providers and customers. Handle same day trip performance difficulties involving the completion of trips and any contingency issues. Ensure that schedules are built correctly in accordance with Transit Management forecast. Perform scheduling functions related to carriers, and non-dedicated trips. Investigate trip performance issues to ensure the effective and efficient placement of trips in accordance with the Access-A-Ride rules. Research and make recommendations regarding customer complaints and prepare any necessary reports as required. Perform other tasks, as assigned.
Command Center
The incumbents are responsible for scheduling all trip requests including the handling of demand and subscription service, taxi, broker, carrier, and E-mail service request for two booking days. Distribute daily schedules to the primary carriers and brokers. Ensure schedules produced are accurate, cost effective, and are built correctly in accordance with Transit Management forecast. The incumbents will handle daily monitoring and system administration of the telephone recording system (NICE).
Compensation
Associate Transit Customer Service Specialist Level 1 TWU (OA) $60,424 - $78,070
Associate Transit Customer Service Specialist Level 2 TWU (OA) $68,021 - $88,227
Associate Transit Customer Service Specialist Level 1 DC37 (TA) $64,889-83,839
Associate Transit Customer Service Specialist Level 2 DC37 (TA) $85,223-106,184
Associate Transit Customer Service Specialist 2 - OP DC37 (TA) $72,132-93,562
NOTE: TA employees must be permanent in the Associate Transit Customer Service Specialist title in order to be considered or be reachable on the Associate Transit Customer Service Specialist Series civil service list when established.
Education & Experience
A baccalaureate 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 (4) 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 related experience equivalent to 1,2 or 3 above
Other Information
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policy making 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.