Associate Transit Customer Service Specialist.1/11

Job ID: 6381

Business Unit: MABSTOA

Location: Long Island City, NY, United States

Regular/Temporary: Regular

Department: NYC Transit Authority

Date Posted: Feb 29, 2024

Description

Job Information

Title: Associate Transit Customer Service Specialist I and II – Paratransit

First date of posting: 2-28-2024

Last date of posting: Open till filled.

Authority: MABSTOA

Department: Paratransit

Division/Unit: Command Center

Reports To: Manager Paratransit Scheduling

Work Location: 33-00 Northern Blvd., Long Island City, NY

Hours of Work: As required.

Responsibilities

The selected candidate will perform high-level administrative and technical functions in the Paratransit Division. Assist customers over the phone and with service inquiries. Act as coordinator between Paratransit's carrier service providers and customers. In compliance with ADA rules and regulations, the candidate will be responsible for scheduling all trip requests including handling of demand and subscription of service, taxi carrier, and broker service requests. Monitor and maintain updated information on vehicle configuration by route for each carrier service providers and customers. Handle same day trip performance difficulties involving the completion of trips and any contingency issues. Ensure that schedules are built correctly in accordance with Transit Management forecast. Perform scheduling functions related to carriers, and non-dedicated trips. Investigate trip performance issues to ensure the effective and efficient placement of trips in accordance with the Access-A-Ride rules. Research and make recommendations regarding customer complaints and prepare any necessary reports as required. Perform other tasks, as assigned.

Command Center

The incumbents are responsible for scheduling all trip requests including the handling of demand and subscription service, taxi, broker, carrier, and E-mail service request for two booking days. Distribute daily schedules to the primary carriers and brokers. Ensure schedules produced are accurate, cost effective, and are built correctly in accordance with Transit Management forecast. The incumbents will handle daily monitoring and system administration of the telephone recording system (NICE).

Compensation

Associate Transit Customer Service Specialist Level 1 TWU $60,424 - $78,070 Associate Transit Customer Service Specialist Level 2 TWU $68,021 - $88,227

Education & Experience

A baccalaureate degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or

An associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity; or

A four (4) year high school diploma or its educational equivalent and four (4) years of satisfactory, full-time experience in a customer service or public information capacity; or

Education and/or related experience equivalent to 1,2 or 3 above

Other Information

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policy making 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.