Description

Metro-North Railroad reserves the right to remove this posting prior to the Application Deadline.

Opening

MTA Metro-North Railroad is a dynamic organization, operating out of the jewel of New York City, Grand Central Terminal. We provide service to over 86.5 million customers, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is one of the busiest commuter railroads in the nation. MTA Metro-North Railroad strives to provide a safe and reliable commute, excellent customer service and rewarding opportunities to its employees.

Position Objective

This position is responsible for managing the operations of all Metro-North ticket selling Grand Central Terminal and Harlem-125th Street and assuring Metro-North customer service and ticketing operations standards are met. This position is essential in ensuring that our customers’ daily experience at our ticket offices are professional, safe and inviting in support of Metro-North Railroad’s ‘Strategic Plan initiative. Observes and report on all forward-facing issues at outlying stations. Position must respond to all train emergency disruptions on a 24/7 basis to assist customers at Grand Central Terminal and outlying stations. Oversees all station ambassadors at key stations. Assist other GCT Station Operations managers in the event of service disruption or as otherwise assigned

Responsibilities

Manage all point-of-sale activities associated with the sale of tickets, including operation of ticket offices and Ticket Vending Machines.

Directly supervise ticket sellers working within their district.

Directs safety, cost control and personnel administration within their district to ensure compliance with station procedures.

Perform station audits of ticket seller accounts.

Assist in the development of forward-facing standards, techniques, policies and procedures

Provide training and direction for all Ticket Sellers & Station Ambassadors.

Provide assistance to members of Station Operations to provide additional managerial coverage. Monitor and report average time between failures, ticket vending sales, and maintenance activity

Perform periodic testing of Ticket Office Machines & Station Ticket Issuing Machines

Required Qualifications

Thorough knowledge of station operations and ticket selling operations

Familiarity with point-of-sale equipment

Technically knowledgeable and skilled in troubleshooting and repair.

Working knowledge of MS Office Suite and/or comparable applications (i.e Excel, Access, Word, PowerPoint and Project)

Excellent interpersonal and customer service skills with the ability to motivate

Strong verbal and written communications skills

Demonstrated experience interacting with internal/external customers

Ability to oversee point of sale revenue activities including the automated and manual collection of fare revenues.

Able to accurately complete service-related documents and paperwork

Must be able to work evenings and weekends regularly

Must be available to respond to emergencies 24 hours a day, 7 days a week, as required.

Preferred Kowlegde

Familiarity with Metro-North Railroad Passenger Tariffs

Familiarity with the application of collective bargaining agreements, preferably TCU

Required Education and Experience

Bachelors Degree in Business, Accounting, Computer Science, Technology and/or related field. Demonstrated equivalent experience, education and/or technical credentials may be considered in lieu of degree.

Minimum Five (5) years of experience in customer service, ticket office operations, and/or revenue controls.

Minimum of three (3) years of experience managing a diverse staff in a multi-location operation.

Other Information

This is a safety sensitive position and subject to toxicology testing.

As an employee of Metro-North Railroad you may be required to complete a New York State financial disclosure statement, if you earn more than $105,472.00 or if you hold a position designated as a policy maker.

Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.

Selection Criteria

Due to the competitive nature of the selection process, not all qualified candidates who meet the minimum requirements for the position are guaranteed an interview. To be selected for a position, one must meet the following criteria: (1) satisfy the minimum requirements listed in the job posting, (2) if applicable, successfully pass a written and practical exam, (3) satisfy a background investigation (including but not limited to, employment, education, and criminal history), and (4) pass a verbal interview. Metro-North may also require the applicant to undergo a physical ability test, and, if the Company extends a conditional offer, may require him or her to undergo a medical examination, which may include toxicological testing. Failure to pass any step within the hiring process will result in the disqualification of your application.

Additional Criteria for Current Employees: Current Metro-North employees must be in active service to be eligible for consideration. Agreement Employees applying for a position outside of their present craft are required to have worked in your current union for at least one (1) year preceding the Application Deadline to be eligible to apply for a posted position, and have completed the agreed upon formal training commitment, including on-the-job training or lock-in requirement, if applicable (for example: Signal Trainee, Foreman-In-Training, etc.). If you are transferring to another craft, you may be required to forfeit your seniority in your present union. Non-agreement employees must have worked in your current position for a minimum of one (1) year preceding the Application Deadline. Along with a background investigation (including but not limited to, employment, education, and criminal history), employees are also subject to an internal investigation, which includes an evaluation not limited to discipline records and performance assessments.

We offer a competitive salary and a comprehensive benefits package. If interested, please apply online at www.mta.info

Based on evaluation of education, skills, experience, and interview.

How to Apply

MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link. Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

Equal Employment Opportunity

ALL APPLICANTS MUST APPLY ONLINE TO BE CONSIDERED. METRO-NORTH NO LONGER ACCEPTS HARD COPIES OF RESUMES.

Qualified applicants can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS page or from the JOB DESCRIPTION page.
If you have previously applied online for other positions, enter your Username and Password. If it is your first registration, click on the CLICK HERE TO REGISTER hyperlink and enter a Username and Password; then click on the REGISTER button.

When applying for positions, please ensure that you attach a resume during the application process and that you receive a confirmation e-mail that your application was accepted. If you do not receive an email confirmation, your application may not have been received and will not be able to be considered after the deadline date. If you encounter problems, please call the BSC Customer Management Center at (646) 376-0123 Monday through Friday (except MTA-HQ holidays), 8:30am - 5:00pm.

EMPLOYEES WHO DO NOT APPLY ONLINE VIA THE INTRANET MAY BE DISQUALIFIED FOR FURTHER CONSIDERATION FOR THIS POSITION.

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.