Metropolitan Transportation Authority Careers

Description

Job Information:

Position Summary:

This position is critical for Revenue Control's Customer Relations Unit as the incumbent will be responsible for timely resolving customer requests/complaints by mail, Web, telephone, walk-in or interoffice venues. The incumbents will explain Transit policies and procedures relating to fare media claims to customers by mail or phone. These positions are essential to provide exceptional service to our customers.

Responsibilities:

Under general supervision, with latitude for independent initiative and judgment, the analyst will perform difficult professional work and perform a broad range of analytical, administrative and research support tasks for the Division of Revenue Control. These tasks include, but are not limited to:

• Providing in-person assistance to our Reduced-Fare customers in the Customer Service Center at 3 Stone St, including assisting customers with the completion of applications, enrolling in OMNY, and providing information.
• Processing applications from multiple channels for the Reduced-Fare Program for seniors and people with disabilities.
• Processing new and replacement Reduced-Fare card requests and setting up customer files within the program’s database.
• Track and analyze OMNY media data and usage.
• Processing new and replacement card requests for Paratransit customers.

Education and Experience: 

Qualification Requirements

1. A masterʹs degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a Juris Doctor degree from an accredited law school; or
   
2. A baccalaureate degree from an accredited college and two years of satisfactory full‐ time professional experience working in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area; or
   
3. An associate degree or completion of 60 semester credits from an accredited college and four years of full-time satisfactory full-time professional experience as described in ʺ2ʺ above; or
   
4. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and six years of full-time satisfactory full-time professional experience as described in ʺ2ʺ above; or
   
5. A combination of education and/or experience equivalent to “1”, “2”, “3”, or “4” above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma.

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 ʺ2ʺ above.

Desired Skills:

• Knowledge and experience in a fast-paced customer relations environment.
• Strong analytical abilities and quantitative skills.
• Strong organizational, research and problem-solving skills.
• Ability to manage multiple responsibilities and tasks.
• Excellent written and verbal communication skills.
• Knowledgeable in fare pricing, smartcard technology and OMNY.
• Detailed knowledge of photo-identification badging systems in a customer service environment.
• Excellent PC skills, including knowledge of Microsoft Word, Excel, Access, and PowerPoint.

Selection Method:

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

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.