Metropolitan Transportation Authority Careers

Description

• Manage daily operations of Ticket Service (formerly Mail & Ride) Train Time ticket delivery program, Monthly School Pass program, and ADL Payment Collection- must ensure that all revenue is accounted for and applied to customer accounts correctly. Work closely with Transit Benefit providers to verify that payments are applied accurately to customers’ accounts. Develop and implement customer service initiatives and payment options such as electronic funds transfer (E-Lock Box), fare discounts, enhanced IVR systems. Train staff, provide support, develop tools needed for staff to successfully assist customers (Q&A script, PC application training) Coordinate with MTAIT on daily data operations and ongoing programming modifications. Work with outside vendors as required for ticket sales.
• Research and respond to customer chargeback inquiries. Cover daily ticket selling operations during co-worker vacancies, holidays and weekends as needed. Run daily reports and advise crews of needed TVM repairs and servicing. Verify bank payments for customer inquiries, Assist customers with TVM claims. Decipher complaints on submitted forms.
• Investigate and respond to customer complaints, any concerns and issues, resolve problems, provide feedback and be the direct contact. Work with Customer Experience Tower Employees to handle Ticket Services (formerly Mail & Ride) Train Time ticket delivery program customer complaints and issues. Analyze employee calls for improvement.
• Coordinate Police Pass program and produce passes. Direct contact with police agencies.
• Complete all monthly and quarterly operational reports for Ticket Services Operations and (formerly Mail & Ride) Train Time ticket delivery program sales and pretax credit balance usage.
• Ensure compliance with system safety programs to include follow-up on employee accidents, employee counseling, and employee education enforcement of safety rules. Complete facility inspections, correct deficiencies or report unsafe conditions to the responsible department.  Promote diversity and respect in the workplace.  Develop and motivate peers and represented employees. Lead by example.
• Select, develop and motivate personnel within the department.  Provide prompt and effective coaching and counseling.  Responsible for discipline of employees when necessary. Create a professional environment that respects an individual’s differences and enables all employees to develop and contribute to their full potential.
• Respond to service disruptions and/or employee emergencies or planned events on a 24/7 basis as required and implement contingency plans when warranted. Be on call when needed and assist with weekend and holiday coverage as needed. Support all fare increases, policy changes, technology enhancements and financial changes.
• Change as technology needs change, research new and upcoming technological ticketing processes in the industry to keep LIRR standards with the current times. Perform highly technical tasks that impact LIRR revenues which must be attentively coordinated with various departments.
• Perform data analysis and interpret it through concise reporting, organize and prioritize an expansive range of varied tasks, deal with customers in a courteous and professional manner, make professional presentations to be presented to senior management and/or public groups such as PCAC, practice a high degree of professional and personal integrity. Perform other assignments as requested by Senior Management.

• Bachelor’s degree in business/computers or related field. Demonstrated, directly related, progressively responsible equivalent management/supervisory experience (approximately 7 years) and education may be considered in lieu of the degree.
• Must have approximately 3 years technical experience with Ticket Services (formerly Mail&Ride) Operations and transit benefit programs or similar financial system(s).  Must have experience with analyzing and recommending enhancements to systems. 
• Must possess progressively responsible related experience with computers, application development and a wide range of software applications (Microsoft Office); databases, spreadsheets, and project management.  Knowledge of LIRR computer applications; particularly the Ticket Services (formerly Mail&Ride) system (s), and PeopleSoft.  Familiarity with Web-based applications and Interactive Voice Response phone systems.
• Must possess at least 3-5 years prior supervisory experience working in a union environment
• Must possess analytical, leadership, and problem-solving skills with ability to manage project teams.
• Knowledge of modern document security, computer hardware
• Must be able to directly work with vendors.
• Must be able to create presentations with PowerPoint or similar software.
• Must be available for managerial coverage assignments including emergencies, plus weekend duty and holiday assignments as required-based on rotation plan.
• Must possess experience in positions with increased responsibility in ticket selling systems
• Must possess knowledge of LIRR ticket sales and procedures and revenue reporting
• Must possess knowledge of ticket refund office procedures and policies.

• Knowledge of operating budget policy and procedures.
• Knowledge of the Agents and Clerical Union Agreements and related Arbitration Awards.
• Knowledge of OSHA standards and applications.

• Commuting Assistance – based on operating MTA agency (complimentary transportation pass within the MTA’s jurisdiction and tax-advantaged accounts)
• Low Premium – High Quality Health Insurance Plans (lifetime coverage for eligible retirees and their dependents)
• Pension plans and retirement savings accounts for eligible employees
• Generous Paid Time Off and Holidays provided.
• Tuition Reimbursement for eligible employees
• Employee Assistance Programs
• MTA Exclusive Employee Discount Programs
• Work Life Services team and Office of the Chaplains unit
• Employee Resource Groups
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• Layout 1 (mta.info) 

• Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”). 
• Actual salary offers may vary based on individual work experience. The annual salary range is subject to change and may be modified at the company’s discretion.
• Employees driving company vehicles must complete defensive driver training once every three years for current MTA drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.
• Current employees should be in their current position 12 months prior to starting a new role and must possess a satisfactory work history,
• including attendance and discipline record.

• Candidates selected for this position 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  

• LIRR: In addition to meeting the minimum requirements of the position, the selection process may include but is not limited to, a pre-screening assessment (i.e., physical, written, and/ or practical evaluation) and interview. Candidates forfeit further consideration in the process if they fail to participate in any step of the process when scheduled. Make-up dates/times will not be given. In addition, LIRR employee applicants must be in their current position for the 12 months immediately preceding the close date of this posting and must possess a satisfactory work history, including attendance and discipline record. A record of more than ten sick days without medical documentation in two of the last three years is considered unsatisfactory attendance.  Not all qualified applicants are guaranteed an interview due to the competitive selection process. A medical examination and safety-sensitive drug/alcohol test may also be required.   
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