Customer Service Specialist

Description Position at MTA Headquarters JOB TITLE: Customer Services Specialist SALARY RANGE: Non-Negotiable, Starting Salary Range, $45,125 - $56,406 DEPTDIV: People - Centers of ExcellenceSUPERVISOR: Manager - Customer Management CenterLOCATION: 333 West 34 Street New York, NY 10001HOURS OF WORK: 8:15AM- 5:30PM (8 HoursDay - 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 requestsRESPONSIBILITIES Provide excellent customer service to customersResolve inquiries requests by email or phonePrioritize service requests and manage the queue of open inquiriesRecord and track all interactions via Siebel CRMIdentify, 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 appropriateProcess transactions in PeopleSoft as assignedComplete assignments as delegated by supervisorComply with MTA and Department policies, practices and proceduresSupport project activities including: requirements gathering, functional design & configuration, testing, training design, development & delivery, post production supportUnderstand the MTA and Department vision including how individual responsibilities fit into the long-term strategiesMaintain appropriate level of process, functional and technical knowledge and participate in training to continue to develop such knowledgeTrack 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 demeanorPossess familiarity with functional areaAbility to process customer requests consistently with general supervisionAbility to learn and use various Customer Management Center enabling technologiesWorking knowledge and use of PeopleSoft or related database softwareAbility to assess problems and promptly resolve or identify appropriate team to resolveStrong oral and written communication skillsStrong 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 skillsStrong time management skills and ability to manage individual assignmentsAbility to work in a team environmentStrong attention to detailAbility to handle sensitive situations and maintain a high degree of confidentialityPreferred 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 HCMFamiliarity 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 applicationsKnowledge of Shared ServicesEDUCATION 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 servicecall center related experience Education: Required High School Diploma or GED Preferred Associate's degree in business administration 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.

Created: 2025-03-08