Customer Service Specialist (Represented)
MTA Business Service Center - Manhattan, NY

This job posting is no longer available on MTA. Find similar jobs:Customer Service Specialist jobs - MTA Business Service Center jobs

Job Information

Deadline: February 13, 2013
Job Title: Customer Service Specialist (Represented)
Location: 333 West 34th Street
Dept/Div: Business Service Center/Business Operations
Supervisor: Manager, Customer Management Center


In order to establish and maintain a pool of qualified applicants for anticipated future vacancies, the MTA Business Service is seeking to recruit for the position of Customer Service Specialist (Represented). The purpose of this position is to manage, resolve and escalate Level 1 (basic) customer inquiries and service requests.


This is a performance based position. Performance objectives and indicators have been designed to measure the successful candidate's achievements on a quarterly basis. The employee must meet or exceed these detailed goals as a condition of employment.

Other Responsibilities Include:
Provide excellent customer service to BSC 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
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
Understand the MTA and BSC 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
Identify and implement continuous improvement initiatives as assigned
Participate in user groups as necessary
Identify and document input to knowledge management tool


Strong customer service skills and professional demeanor
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 BSC 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 Qualifications:
Understanding of Customer Management Center functions
Working knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM) and Oracle Contact Center Anywhere (CCA) 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., PeopleSoft, MS Office applications) and web-based applications
Knowledge of Shared Services

Education and Experience

Required Education and Experience:
High School Diploma or GED
Minimum three (3) years experience in one or more of the following areas: HR (Employment, Recruitment, Benefits, HRIS) Finance (Accounts Receivable, Accounts Payable, Payroll, General Accounting, Fixed Assets, Treasury) and/or Information Technology

Preferred Education and Experience:
Associate's degree in business administration
Previous call center experience
Shared Services experience

Other Information

This is a resume based position in the collective bargaining unit represented by the Transportation Communications Union (TCU).

Salary Range:
The wage progression scale is as follows: 60 >70 >75 >80 >85 >90 >100%
Minimum: $49,130.00
Maximum: $61,413.00

How To Apply

Qualified applicants can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS page or from the JOB DESCRIPTION page.

If you have previously applied on line for other positions, enter your User Name and Password. If it is your first registration, click on the CLICK HERE TO REGISTER hyperlink and enter a User Name and Password; then click on the REGISTER button.

Equal Employment Opportunity

MTA is an Equal Opportunity Employer.

About this company
3 reviews