Transit Cust. Serv.Spec.I - Metropolitan Transportation Authority

Position at MABSTOA

Title: Transit Customer Service Specialist I & II

Opening Date: 12/10/2024

Closing Date: 01/01/2025

Authority: TA/OA

Department: Revenue Control

Division/Unit: Revenue Control/Claims Operations

Reports to: Manager, Claims Operations

Work Location: 2 Broadway, New York, NY

Hours of Work: As required.

Under supervision, incumbent utilizes various computer databases to perform substantial data processing, research, and analysis of data in order to resolve customer claims relating to MetroCard/OMNY issues received by mail, Web, telephone, walk-in or interoffice venues. The selected candidate will draft responses to routine and complex claims. As assigned by supervision, incumbent will explain Transit policies and procedures relating to MetroCard/OMNY claims to customers by mail or phone. Under supervision, will assist in swiping and encoding farecard media, obtain transaction data from mainframe, process refunds via check/credit/debit, assist in maintaining filing system of physical records, sort/categorize in-coming claims from all sources as well as count, seal and transport completed responses for metering.

• A Bachelor's degree from an accredited college; or
• An Associate's 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.

• Excellent verbal and written communication skills.
• Proficient knowledge of personal computer and software (Word, Excel, Access and Outlook).
• Keyboard proficiency, minimum 60 words per minute.
• Excellent telephone communication skills and customer service sensitivity are necessary.
• Possess strong organization skills.
• Must have analytical and basic mathematical skills necessary to research and resolve claims.
• Proven ability to work in a high-volume environment.

Based on evaluation of education, skills, experience, and interview.

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").

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.