Metropolitan Transportation Authority Careers

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  

Note: TA candidates must be permanent civil service in order to be considered or be on an established list or have passed a corresponding examination. 

POSITION SUMMARY 

New York City Transit is looking for expert communicators to provide world-class customer care for the millions of people we move each day.  In this role, you will be responsible for monitoring, categorizing, analyzing, responding to, and reporting on customer inquiries, issues, and comments regarding NYC Transit Subways and Buses, including inquiries related to the MTA’s fare payment system, OMNY.  Inquiries are submitted through the MTA website and across other channels including but not limited to social media, email, telephone, letter, and in-person customer-centered events. You are expected to have strong verbal, written, research, and interpersonal skills, a keen eye for detail, a positive attitude and eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends.   

RESPONSIBILITIES: 

As an Associate Transit Customer Service Specialist, you will monitor intake queues, review and ensure the correct categorization of customer feedback, share feedback with appropriate internal teams as necessary, determine the best response to resolve customer issues or satisfactorily address their concerns, and provide customers with accurate and timely replies.  Embracing an ethos of customer service, you will be a resolute advocate for the customer, working collaboratively with other teams/departments to foreground their concerns, help identify root causes and find sustainable solutions.  

You will also be responsible for analyzing customer data collected through multiple channels and using database tools to develop sophisticated reports and dashboards on customer feedback to identify trends, detect problems, check on SLAs and KPIs, monitor case queues, and help guide policy.  You will be expected to adhere to established Customer Relationship Management (CRM) quality control protocols to maintain and enhance data integrity. 

In addition, in this role, you may be asked to help organize and participate in in-person outreach events where customers have an opportunity to meet face-to-face with NYC Transit leadership. and/or learn about new programs, initiatives, and related matters.   

You may also be called upon to devote a portion of your workweek to providing support to the Deputy Chief, Customer Services & Engagement, on day-to-day organizational tasks as well as special projects.  

The position may also include other duties, as assigned. 

With respect to scheduling, you will be required to work one weekend day, Saturday or Sunday, with one adjacent day off during the week as your off-duty days (i.e., Friday-Saturday, Sunday-Monday). Working on some weekday holidays may also be required.  Regarding your work shift, we are seeking candidates amenable to providing coverage during the early evening period (i.e., 10 a.m. – 6 p.m., 11 a.m. – 7 p.m., 12 p.m. –  8 p.m, etc.). 

EDUCATION AND EXPERIENCE: 

• A bachelor’s 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-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 experience equivalent to 1, 2, or 3 above. 

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 "2" above. 

DESIRED SKILLS: 

• Knowledge of analytical or database software, particularly CRM or business intelligence systems. 

• Experience with Salesforce or similar CRM products. 

• Experience with social media customer service software. 

• Proficiency with Power BI and Tableau. 

• Exceptional analytical skills, attention to detail, and deadlines. 

• Strong verbal, written, research and interpersonal communication skills. 

• Proficiency in at least one language in addition to English. 

• Sound judgement and excellent work ethic. 

• Highly organized and able to deftly manage multiple projects at the same time. 

• Proficiency in all Microsoft applications