What are the responsibilities and job description for the Customer Service Specialist position at MTA, Inc.?
Customer Service Specialist
Job ID : 10803
Business Unit : MTA Headquarters
Location : New York, NY, United States
Regular / Temporary : Regular
Department : HR Center of Excellence
Date Posted : Mar 4, 2025
Description
JOB TITLE : Customer Services Specialist
SALARY RANGE : Non-Negotiable, Starting Salary Range, $45,125 - $56,406
DEPT / DIV : People - Centers of Excellence
SUPERVISOR : Manager - Customer Management Center
LOCATION : 333 West 34 Street New York, NY 10001
HOURS OF WORK : 8 : 15AM- 5 : 30PM (8 Hours / Day – 30 minute lunch)
This position is represented by the Transportation Communications Union (TCU)
SUMMARY
The purpose of this position is to manage, resolve and escalate Level 1 (basic) customer inquiries and service requests
RESPONSIBILITIES
Provide excellent customer service to customers
Resolve inquiries / requests by email or phone
Prioritize service requests and manage the queue of open inquiries
Record and track all interactions via Siebel CRM
Identify, interpret, analyze, and research issues and seek resolution to meet customer expectations. Understand when to resolve or escalate
Re-assign or escalate service requests to Level 2 or 3 as appropriate
Process transactions in PeopleSoft as assigned
Complete assignments as delegated by supervisor
Comply with MTA and Department policies, practices and procedures
Support project activities including : requirements gathering, functional design & configuration, testing, training design, development & delivery, post production support
Understand the MTA and Department vision including how individual responsibilities fit into the long-term strategies
Maintain appropriate level of process, functional and technical knowledge and participate in training to continue to develop such knowledge
Track and report status of work
Support other team members as appropriate
Ensure that all assignments are completed with the highest quality and within agreed-to Service Level Agreement guidelines and Key Performance Indicator targets
Adhere to team budget
Identify and implement continuous improvement initiatives as assigned
Participate in user groups as necessary
Identify and document input to knowledge management tool
KNOWLEDGE, SKILLS, AND ABILITIES
Required
Strong customer service skills and professional demeanor
Possess familiarity with functional area
Ability to process customer requests consistently with general supervision
Ability to learn and use various Customer Management Center enabling technologies
Working knowledge and use of PeopleSoft or related database software
Ability to assess problems and promptly resolve or identify appropriate team to resolve
Strong oral and written communication skills
Strong interpersonal skills with the ability to work with and collaborate across the Customer Management Center at all levels within and outside the organization.
Strong organization and multitasking skills
Strong time management skills and ability to manage individual assignments
Ability to work in a team environment
Strong attention to detail
Ability to handle sensitive situations and maintain a high degree of confidentiality
Preferred
Experience in a Call Center Environment
Working knowledge and use of Siebel CRM, Genesys Cloud or other Interactive Voice Response (IVR) system, and PeopleSoft FSCM and HCM
Familiarity with performance metrics and ability to meet identified targets
Working knowledge and use of office productivity tools (e.g. MS Office applications) and web-based applications
Knowledge of Shared Services
EDUCATION AND EXPERIENCE :
Experience :
- Minimum three (3) years' experience in one or more of the following areas : HR (Employment, Recruitment, Benefits, HRIS), Procurement, Finance (Accounts Payable, Payroll) or three (3) years' experience customer service / call center related experience
Education : Required
Preferred
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.
Salary : $45,125 - $56,406
