Associate Transit Customer Service Specialist

2 weeks ago

New York, United States Metropolitan Transportation Authority Full time

**Description**

**Job Information**

**Associate Transit Customer Service Specialist Series (Customer Engagement) - JVN 7274**

First Date of Posting: 05/07/2024

Last Date of Filing: 05/28/2024

Authority: OA/TA

Department: MTA Communications

Division/Unit: Customer Services/Customer Engagement

Reports to: Assistant Director, Customer Engagement Team

Work Location: 2 Broadway

Hours of Work: Various, will include some weekend and holiday work.

**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**

**Compensation**

Associate Transit Customer Service Specialist I (OA) - $55,011 - $71,075

Associate Transit Customer Service Specialist II (OA) - $61,925 - $80,323

Associate Transit Customer Service Specialist I (TA) - $57,653 - $74,489

Associate Transit Customer Service Specialist II (TA) - $75,719 - $94,343

**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 use 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 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**
- 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.
- Sound judgement and excellent work ethic.
- Highly organized and able to deftly manage multiple projects at the same time.

**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.

  • Customer Service/Sales Associate

    3 weeks ago

    New York, United States Home Depot Full time

    Job Description Position Purpose: Customer Service/Sales associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. These associates have an emphasis on department and product knowledge, providing information on product features, and knowing related items to sell an entire project. Associates in...

  • NYC Mass Transit Bus Operator

    1 week ago

    New York, United States Mass Transit Company Full time

    Job DescriptionJob Description• MASS TRANSIT CDL-A/B BUS OPERATORStarting Pay: $25.49/hr.Pay in Sixth Year of Service: $36.42/hr. Essential Requirements:Must be 21 years of age or older.Must have a valid Driver's License.Must have a CDL A/B License with Passenger Endorsement or CDL B Permit with Passenger Endorsement.If hired and you do not have a CDL...

  • Customer Service Associate

    1 month ago

    New York, United States HADASSAH ZIONIST ORG Full time

    Job DescriptionJob DescriptionThe Customer Service Associate will provide professional, timely, and accurate responses to donors’ queries via email or phone, ensuring that donors are treated respectfully and with due diligence related to Grassroots, Annual Giving, and Major Gifts. In addition, the Customer Service Associate will be pro-active regarding...

  • Counter Service

    4 weeks ago

    New York, United States Customer Service Open House Full time

    Job DescriptionJob DescriptionLooking to Hire for Counter Service positions in Brooklyn:Job Duties:- Responsible for talking food orders, and serving food over the counter.Requirements:- Must have a minimum of 1 year customer service experience.- Should understand what world class excellence in customer service is.- High School diploma or GED is required.

  • Customer Service Associate

    4 hours ago

    New York, United States Impact Collective Full time

    Job DescriptionJob DescriptionThe Quality Customer Service Associate is required to execute all tasks regarding client services. As a Quality Customer Service Representative you will learn how to explain product benefit and use to consumers on behalf of our clients.Customer Service Associate Responsibilities:Work with the customer service team to complete...

  • Customer Service Associate

    5 days ago

    New York, United States Tech Connected Full time

    **Job Location**: New York City **Position**: Customer Service Associate **About the Role**: We're seeking a dedicated individual to join our team as a Customer Service Associate. As a Customer Service Associate, you will be responsible for providing exceptional service to our customers, addressing inquiries, resolving issues, and ensuring a positive...

  • Self-Pay, Customer Service

    5 days ago

    New York, United States 61st Street Service Corp Full time

    ** 61st Street Service Corporation** ** Self-Pay, Customer Service & Adjustments Specialist II #Full Time** New York, NY 10036 **The 61st Street Service Corporation** At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service...

  • Case Manager

    3 weeks ago

    New York, United States Women In Need, Inc. Full time

    Job DescriptionJob DescriptionTitle of Position: Case Manager Department: Transitional HousingReports to: Social Service Supervisor FLSA Status: Non-Exempt Salary: $24.49 per hour Positions reporting to this position: None Purpose of the Position The Case Manager is responsible for case management services for clients in transitional housing. The Case...

  • Case Manager

    3 weeks ago

    New York, United States Women In Need, Inc. Full time

    Job DescriptionJob DescriptionTitle of Position: Case Manager Department: Transitional HousingReports to: Social Service Supervisor FLSA Status: Non-Exempt Salary: $24.49 Positions reporting to this position: None Purpose of the Position The Case Manager is responsible for case management services for clients in transitional housing. The Case Manager will...

  • Case Manager

    2 weeks ago

    New York, United States Women In Need, Inc. Full time

    Job DescriptionJob DescriptionTitle of Position: Case Manager Department: Transitional HousingReports to: Social Service Supervisor FLSA Status: Non-Exempt Salary: $24.49 Positions reporting to this position: None Purpose of the Position The Case Manager is responsible for case management services for clients in transitional housing. The Case Manager will...

  • Customer Service Associate

    1 month ago

    New York, United States Brickman's Ace Hardware Full time

    We are a neighborhood Ace Hardware store in search of dedicated Customer Service Associates to join our team. If you're committed to providing exceptional service and enjoy working in a customer-oriented environment, we invite you to apply. **Key Requirements**: **Retail Experience**: Previous experience in a retail environment, general labor, and customer...

  • Patient Services Specialist Ii #full Time

    11 hours ago

    New York, United States 61st Street Service Corp Full time

    **Job Summary**: The Patient Services Specialist II provides support to the department’s call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referral/appointments, and general information on the Department of Orthopedic Surgery. In addition to...

  • Cashier & Customer Service Associate

    1 week ago

    New York, United States P.C. Richard & Son Full time

    This position is listed at the following store location Upper West Side - 2372 Broadway The Cashier & Customer Service Associate position mainly focuses on various clerical duties and customer service working within our retail showroom office, includ Customer Service, Cashier, Associate, Service, Retail, Customer

  • Cashier & Customer Service Associate

    2 weeks ago

    New York, United States P.C. Richard & Son Full time

    This position is listed at the following store location Harlem - 309 West 125th Street The Cashier & Customer Service Associate position mainly focuses on various clerical duties and customer service working within our retail showroom office, includi Customer Service, Cashier, Associate, Service, Retail, Customer

  • Cashier & Customer Service Associate

    2 weeks ago

    New York, United States P.C. Richard & Son Full time

    This position is listed at the following store location Upper East Side - 205 East 86th Street The Cashier & Customer Service Associate position mainly focuses on various clerical duties and customer service working within our retail showroom office, Customer Service, Cashier, Associate, Service, Retail, Customer

  • Cashier & Customer Service Associate

    2 weeks ago

    New York, United States P.C. Richard & Son Full time

    This position is listed at the following store location Chelsea Street - 53 West 23rd Street The Cashier & Customer Service Associate position mainly focuses on various clerical duties and customer service working within our retail showroom office, i Customer Service, Cashier, Associate, Service, Retail, Customer

  • Customer Success Specialist

    1 week ago

    New York, United States Pockyt Full time

    About Pockyt Pockyt aims to shape a more inclusive global payments future by connecting 200+ locally preferred payment methods via one API. Thousands of brands and marketplaces rely on Pockyt for smooth payment acceptance from emerging market consumers and borderless payout to creators, vendors, and sellers in 100+ countries. About this Role Pockyt is...

  • Customer Success Specialist

    3 days ago

    New York, United States Pockyt Full time

    About Pockyt Pockyt aims to shape a more inclusive global payments future by connecting 200+ locally preferred payment methods via one API. Thousands of brands and marketplaces rely on Pockyt for smooth payment acceptance from emerging market consumers and borderless payout to creators, vendors, and sellers in 100+ countries. About this Role Pockyt is...

  • Customer Success Specialist

    1 month ago

    New York, United States Pockyt Full time

    About Pockyt Pockyt aims to shape a more inclusive global payments future by connecting 200+ locally preferred payment methods via one API. Thousands of brands and marketplaces rely on Pockyt for smooth payment acceptance from emerging market consumers and borderless payout to creators, vendors, and sellers in 100+ countries. About this Role Pockyt is...

  • Investment Banking Associate | Energy Transition

    1 week ago

    New York, United States Jefferies Full time

    Jefferies, the global investment banking firm, has served companies and investors for over 60 years. Headquartered in New York, with offices in over 30 cities around the world, the firm provides clients with capital markets and financial advisory services, institutional brokerage and securities research, as well as wealth and asset management. The firm...