Description
Job Information
Job Title: Associate Transit Customer Service Specialist Series (MTA Communications)
Job ID: 3625
Location: Manhattan - Downtown
Full-time / Regular
First date of posting: 1/12/24 Last date of posting: 2/2/24 Authority: OA / TA Department: MTA Communications Division/Unit: Customer Services
Reports To: Director, MTA Communications Work Location: 2 Broadway, Manhattan Hours of Work: Various as required
Overview
We're building a team of energetic front-line employees to reimagine the customer experience for the more than 8 million people that we move each day. If you get excited about making sure our customer's needs and expectations are satisfied - this role may be for you. 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 intake queues, agent telephone calls, and attending in- person customer-centered events such as TransitTalk. You are expected to have strong verbal, written, and interpersonal skills, a positive attitude, and an 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. The desk supervisor works in the New York City Transit Customer Contact Center, which handles more than 1 million calls annually regarding transit travel, reduced fare, commendations, complaints, and MetroCard information via 511 telephone and in-system Help Point intercoms. The desk supervisor is the unit's quality control coordinator, responsible for collecting test call data from contact center supervisors and preparing management reports analyzing test calls for quality and customer courtesy. This supervisor will also investigate customer complaints and recommend corrective actions. They are responsible for creating agent content for on- screen guidance to support a first call resolution strategy.
Compensation Associate Transit Customer Service Specialist 1 (OA) - $60,424 - $78,070
Associate Transit Customer Service Specialist 2 (OA) - $68,021 - $88,227
Associate Transit Customer Service Specialist 1 (TA) - $57,653 - $74,489
Associate Transit Customer Service Specialist 2 (TA) - $75,719 - $94,343
Responsibilities
As a desk supervisor you will monitor intake queues, 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 KPls, monitor case queues, and help guide policy. You will be expected to adhere to established CRM quality control protocols to maintain and enhance data integrity. In this role you may also be called upon to supervise staff, at the discretion and direction of department management. In addition, you may be asked to help organize and participate in outreach events such as the TransitTalks held at subway stations where customers have an opportunity to meet face-to-face with NYC Transit leadership. You may also be called upon to devote a portion of your workweek to providing support to the Senior Director of Customer Services on day-to-day organizational tasks as well as special projects. The position may also include other duties, as assigned.
Education and Experience
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
Other Information
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”). 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.
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