Job Description
Description Position at MTA Headquarters
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 - 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. Metropolitan Transportation Authority
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