Customer Service Specialist

Customer Service Specialist Job ID: 7718Business Unit: MTA HeadquartersLocation: New York, NY, United StatesRegular/Temporary: RegularDepartment: HR Center of ExcellenceDate Posted: Jul 23, 2024Description 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: (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.