Transit Cust. Serv.Spec.I

Transit Cust. Serv.Spec.I Job ID: 9373Business Unit: MABSTOALocation: Long Island City, NY, United StatesRegular/Temporary: RegularDepartment: NYC Transit AuthorityDate Posted: Nov 8, 2024Description Job Information Title: Transit Customer Service Specialist I/II First date of posting: Last date of posting: Until Filled Authority: OA / TA Department: Paratransit Division/Unit: Eligibility & Compliance Reports To: Manager Certification Work Location: 3300 Northern Blvd, Long Island City, NY 11101 Hours of Work: As required. Candidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page Responsibilities Eligibility & Compliance – Eligibility Determination Unit In accordance with the Americans with Disability Act, the incumbent will respond to customer inquiries concerning Paratransit eligibility services and disseminate information to the public about Paratransit policies and procedures related to eligibility. The candidate will respond to customer inquiries about application status and make necessary changes to customer files in the Adept Scheduling System. Promptly resolve any problems that may arise due to certification scheduling errors and when necessary, communicate the problems to the appropriate units for resolution. Perform daily clerical functions such as data entry, customer ID card preparation, filing, copying, faxing, scanning, operate office equipment for processing mail and any other clerical functions. Agents assist the certification team as needed. They are needed to provide a better customer experience when customers are calling Paratransit. Education and Experience

A baccalaureate degree from an accredited college; or

An associate degree from an accredited college and one (1) year of satisfactory, full-time experience in a customer service or public information capacity; or

A four-year high school diploma or its educational equivalent and two (2) years of satisfactory full-time experience in a customer service or public information capacity; or

Education and/or related experience equivalent to 1, 2 or 3 above

Desired Skills

Demonstrated ability to gather, assess, and assimilate complex information and create user-friendly messaging.

Knowledge of the Americans with Disabilities Act (ADA)

Ability to work quickly but accurately, and under stringent requirements.

Excellent attention to detail, while being able to multi-task

Independent thinker, while using good judgment

Exceptional listening, writing and verbal communication skills.

Knowledge/use of all Microsoft applications; experience using web-based tools and general digital communications applications.

Excellent problem-solving skills

Ability to work in a fast-paced, changing environment.

Ability to work various schedules, including, at times, overnights, weekends, and holidays.

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