Customer Service Specialist

DescriptionJOB TITLE:Customer Service SpecialistSalary:$45,125Dept/Div:HR Center of ExcellenceSupervisor:Manager - Customer Management CenterLOCATION:333 West 34 Street, 10001 New York, NY 10004Hours Of Work:8:15 AM- 5:30 PM (8 Hours/Day – 30-minute lunch)***This position is represented by the Transportation Communication Union (TCU)***Opening:The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.Position Objective:The purpose of this position is to manage, resolve, and escalate Level 1 (basic) customer inquiries and service requestsResponsibilities:Provide excellent customer service to customersResolve inquiries/requests by email or phonePrioritize service requests and manage the queue of open inquiriesRecord and track all interactions via Siebel CRMIdentify, interpret, analyze, and research issues and seek resolution to meet customer expectations. Understand when to resolve or escalateRe-assign or escalate service requests to Level 2 or 3 as appropriateProcess transactions in PeopleSoft as assignedComplete assignments as delegated by the supervisorComply with MTA and Department policies, practices, and proceduresSupport project activities including: requirements gathering, functional design & configuration, testing, training design, development & delivery, post-production supportUnderstand the MTA and Department vision, including how individual responsibilities fit into the long-term strategiesMaintain an appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledgeTrack and report the status of workSupport other team members as appropriateEnsure that all assignments are completed with the highest quality and within agreed-upon Service Level Agreement guidelines and Key Performance Indicator targetsAdhere to the team budgetIdentify and implement continuous improvement initiatives as assignedParticipate in user groups as necessaryIdentify and document input to the knowledge management toolKnowledge/Skills/Abilities:RequiredStrong customer service skills and professional demeanorPossess familiarity with the functional areaAbility to process customer requests consistently with general supervisionAbility to learn and use various Customer Management Center enabling technologiesWorking knowledge and use of PeopleSoft or related database softwareAbility to assess problems and promptly resolve or identify an appropriate team to resolveStrong oral and written communication skillsStrong 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 skillsStrong time management skills and the ability to manage individual assignmentsAbility to work in a team environmentStrong attention to detailAbility to handle sensitive situations and maintain a high degree of confidentialityPreferredUnderstanding of Customer Management Center functionsWorking knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM), and Genesys Cloud or other Interactive Voice Response (IVR) systemFamiliarity with performance metrics and the ability to meet identified targetsWorking knowledge and use of office productivity tools (e.g., MS Office applications) and web-based applicationsKnowledge of Shared ServicesExperience:Education and 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 in customer service/call center related experiencePrevious call center experience preferredShared Services experience preferredEducation:RequiredHigh School Diploma or GEDPreferredAn associate’s degree in business administration is preferred.Other InformationMay need to work outside of normal work hours (i.e., evenings and weekends)Travel may be required to other MTA locations or other external sites.According 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”).Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers, or within 180 days of hire or transfer for an employee entering an authorized driving position.Equal Employment OpportunityMTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.