Description

JOB TITLE: Customer Services Specialist

SALARY RANGE: Non Negotiable, $45,125

DEPT/DIV: HR Center of Excellence

SUPERVISOR: Manager - Customer Management Center

LOCATION: 333 West 34 Street 10001 New York, NY 10004

HOURS OF WORK: 9AM-5:30PM (8 Hours/Day)

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 CMC 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 BSC 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 CMC 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 CMC 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

• Understanding of Customer Management Center functions
• Working knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM) and Gensys Cloud or other Interactive Voice Response (IVR) system
• 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
• Previous call center experience preferred
• Shared Services experience preferred

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.