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Associate Transit Customer Service Specialist Series (Customer Engagement)
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- 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.
- In this role, you will be responsible for monitoring, categorizing, analyzing, responding to, and reporting on customer inquiries, issues and comments regarding NYC Transit Subways and Buses submitted through the MTA website and across other channels including but not limited to social media, email, telephone, letter, and in-person customer-centered events such as TransitTalk.
- You are expected to have strong verbal, written, research and interpersonal skills, a keen eye for detail, a positive attitude and eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends.
- As an Associate Transit Customer Service Specialist, you will monitor intake queues, review, and ensure the correct categorization of customer feedback, share feedback with appropriate internal teams as necessary, determine the best response to resolve customer issues or satisfactorily address their concerns, and provide customers with accurate and timely replies.
- Embracing an ethos of customer service, you will be a resolute advocate for the customer, working collaboratively with other teams/departments to foreground their concerns, help identify root causes and find sustainable solutions.
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