Metropolitan Transportation Authority · 9 hours ago
Customer Service Specialist
New York, NY
Full-time
Onsite
Mid Level
$45K/yr - $45K/yr
3+ years expThe Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people. The Customer Service Specialist position is responsible for managing, resolving, and escalating Level 1 customer inquiries and service requests while providing excellent customer service and maintaining high-quality standards.
Transportation/Trucking/Railroad
Responsibilities
Provide excellent customer service to 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. Understand when to resolve or escalate
Re-assign or escalate service requests to Level 2 or 3 as appropriate
Process transactions in PeopleSoft as assigned
Complete assignments as delegated by the supervisor
Comply with MTA and Department policies, practices, and procedures
Support project activities including: requirements gathering, functional design & configuration, testing, training design, development & delivery, post-production support
Understand the MTA and Department vision, including how individual responsibilities fit into the long-term strategies
Maintain an appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge
Track and report the status of work
Support other team members as appropriate
Ensure that all assignments are completed with the highest quality and within agreed-upon Service Level Agreement guidelines and Key Performance Indicator targets
Adhere to the team budget
Identify and implement continuous improvement initiatives as assigned
Participate in user groups as necessary
Identify and document input to the knowledge management tool
Qualification
Required
Strong customer service skills and professional demeanor
Possess familiarity with the functional area
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 an appropriate team to resolve
Strong oral and written communication skills
Strong 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 skills
Strong time management skills and the 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
High School Diploma or GED
Preferred
Understanding of Customer Management Center functions
Working knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM), and Genesys Cloud or other Interactive Voice Response (IVR) system
Familiarity with performance metrics and the ability to meet identified targets
Working knowledge and use of office productivity tools (e.g., MS Office applications) and web-based applications
Knowledge of Shared Services
An associate's degree in business administration is preferred
Previous call center experience preferred
Shared Services experience preferred
Company
Metropolitan Transportation Authority
The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people in the 5,000-square-mile area fanning out from New York City through Long Island, southeastern New York State, and Connecticut.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Janno Lieber
Chair & CEO
Sam Tabikh, P.E.
Facilities Engineer and Projects CEO
Recent News
Crain's New York Business
2025-10-07
San Francisco Chronicle
2025-10-05
2025-10-04
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