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Metropolitan Transportation Authority · 2 days ago

Transit Customer Service Specialist I & II, Full-time (Customer Service Representative)

New York, NY

Full-time

Onsite

Entry, Mid Level

$49K/yr - $74K/yr

1+ years exp

Metropolitan Transportation Authority is seeking Transit Customer Service Specialists to respond to customer inquiries in their Customer Contact Center. The role involves using various systems to assist customers with travel information, fare claims, and safety issues while ensuring excellent customer service.

Transportation/Trucking/Railroad

Responsibilities

Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511

The incumbent must have the aptitude to learn and master multiple inter-agency systems and applications such as: Automated Travel Information System to provide customers with travel itineraries by subway, bus, and rail throughout the region; eFIX to assist customers in filing reduced fare and MetroCard claims; Cassie: Salesforce CRM : Cloud-based Customer Relationship Management (CRM) platform to assist customers who call with safety issues, commendations and complaints

In addition, you will be required to work between the OMNY and the 511 operations

The Customer Service Representative must enter this data into the CRM system for investigation and respond to customer inquiries

The Genesys Cloud: Web-based system allows Contact Center agents to perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot

The incumbent will also use Interactive Voice Response (IVR) systems and collaborate with Lost & Found using the Chargerbacktool to assist with setting appointments for found items

Qualification

Customer service experienceMTA systemsSalesforce CRMMicrosoft Office SuiteKeyboard proficiencyCall handling skillsCommunication skills

Required

A Bachelors degree from an accredited college

An Associates degree from an accredited college and one (1) year of satisfactory, full-time experience in a customer service or public information capacity

A four-year high school diploma or its educational equivalent and two (2) years of satisfactory, full-time experience as described in '2' above

Education and/or experience equivalent to '1', '2' or '3' above

Knowledge of MTA subway and bus systems

Excellent communications skills

Customer service and sensitivity skills

Keyboard proficiency – 40 words per minute

Proficient in Microsoft Office Suite

Proven call handling skills working in a fast-paced call center environment

Company

Metropolitan Transportation Authority

Glassdoor3.6

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people in the 5,000-square-mile area fanning out from New York City through Long Island, southeastern New York State, and Connecticut.

Founded in 1834

New York, NY, US

10001+ employees