Vacancy caducado!
Customer Service Specialist Job ID: 7718Business Unit: MTA HeadquartersLocation: New York, NY, United StatesRegular/Temporary: RegularDepartment: HR Center of ExcellenceDate Posted: Jul 23, 2024Description JOB TITLE: Customer Services Specialist SALARY RANGE: Non Negotiable, $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 Hours/Day) This position is represented by the Transportation Communications Union (TCU) SUMMARY 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 CMC 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 supervisor
Comply with MTA and BSC 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 CMC 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 and Key Performance Indicator targets
Adhere to team budget
Identify and implement continuous improvement initiatives as assigned
Participate in user groups as necessary
Identify and document input to knowledge management tool
KNOWLEDGE, SKILLS, AND ABILITIES
Required
Strong customer service skills and professional demeanor
Possess familiarity with 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 appropriate team to resolve
Strong oral and written communication skills
Strong interpersonal skills with the ability to work with and collaborate across the CMC 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
Understanding of Customer Management Center functions
Working knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM) and Gensys Cloud 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. 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 customer service/call center related experience
Previous call center experience preferred
Shared Services experience preferred
Education:
Required
High School Diploma or GED
Preferred
Associate’s degree in business administration preferred
OTHER INFORMATION:
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”).
Equal Employment Opportunity
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.
Vacancy caducado!