Transit Customer Service Specialist I & II, Full-time (Customer Service Representative)
About The Position
Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511. The incumbent must have the aptitude to learn and master multiple inter-agency systems and applications such as: Automated Travel Information System to provide customers with travel itineraries by subway, bus, and rail throughout the region; eFIX to assist customers in filing reduced fare and MetroCard claims; Cassie: Salesforce CRM: Cloud-based Customer Relationship Management (CRM) platform to assist customers who call with safety issues, commendations and complaints. In addition, you will be required to work between the OMNY and the 511 operations. The Customer Service Representative must enter this data into the CRM system for investigation and respond to customer inquiries. The Genesys Cloud: Web-based system allows Contact Center agents to perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot. The incumbent will also use Interactive Voice Response (IVR) systems and collaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items.
Requirements
- A Bachelors degree from an accredited college; or
- An Associates 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 as described in “2” above; or
- Education and/or experience equivalent to “1”, “2” or “3” above.
Nice To Haves
- Knowledge of MTA subway and bus systems
- excellent communications skills
- customer service and sensitivity skills
- keyboard proficiency - 40 words per minute
- proficient in Microsoft Office Suite
- proven call handling skills working in a fast-paced call center environment
Responsibilities
- responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center
- provide customers with travel itineraries by subway, bus, and rail throughout the region
- assist customers in filing reduced fare and MetroCard claims
- assist customers who call with safety issues, commendations and complaints
- enter data into the CRM system for investigation and respond to customer inquiries
- perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot
- collaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
