Customer Service Specialist

1 week ago


New York, New York, United States MTA, Inc. Full time
Job Title: Associate Transit Customer Service Specialist Series

We are seeking a highly skilled and experienced customer service specialist to join our team at MTA, Inc. as an Associate Transit Customer Service Specialist Series.

About the Role:

This is a unique opportunity to work in a fast-paced environment where you will be responsible for providing world-class customer care to millions of people who use our services every day. As a customer service specialist, you will be the face of our organization, and your role will be to ensure that our customers receive the best possible service.

You will be responsible for monitoring our services in real-time, translating internal service change messages into customer-facing communications, and publishing them across multiple channels. You will also be responsible for monitoring social chatter, determining the best approach for individual customer queries, and responding accordingly in a plain and conversational tone.

In addition, you will be responsible for escalating urgent issues to operations staff and senior leadership as needed, managing customer queries from start to finish, and seeking opportunities for improving proactive service communications, brand building, and storytelling for all MTA services.

Responsibilities:
  • Monitor New York City's subway and bus services in real-time to determine customer impact
  • Translate internal service change messages into customer-facing communications
  • Publish customer-facing communications across multiple channels
  • Monitor social chatter and determine the best approach for individual customer queries
  • Respond to customer queries in a plain and conversational tone
  • Escalate urgent issues to operations staff and senior leadership as needed
  • Manage customer queries from start to finish
  • Seek opportunities for improving proactive service communications, brand building, and storytelling for all MTA services
Requirements:

To be successful in this role, you will need to have a bachelor's degree from an accredited college and two years of satisfactory, full-time experience in a customer service or public information capacity. Alternatively, you may have an associate degree from an accredited college and three years of satisfactory, full-time experience in a customer service or public information capacity.

You will also need to have experience in social content development, community management, or social media strategy, or ideally, all three. You will need to be able to gather, assess, and distill complex information and create customer-focused messaging. You will also need to be able to multitask and balance competing priorities efficiently.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced customer service specialist who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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