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Customer Service Specialist

MTA • New York, NY • 1h ago

Job ID: 16392

Business Unit: MTA Headquarters

Location: New York, NY, United States

Regular/Temporary: Regular

Department: HR Center of Excellence

Date Posted: Jul 2, 2026

Description

JOB TITLE:

Customer Service Specialist

SALARY:

$45,125

DEPT/DIV:

HR Center of Excellence

SUPERVISOR:

Manager - Customer Management Center

LOCATION:

333 West 34 Street, 10001 New York, NY 10004

HOURS 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 requests

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

Reassign 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

Knowledge/Skills/Abilities:

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

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

Education and Experience:

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 experience

Previous call center experience preferred

Shared Services experience preferred

Education:

Required

High School Diploma or GED

Preferred

An associate's degree in business administration is preferred.

Other Information

May 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 Opportunity

MTA 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.

MTA

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