Associate Transit Customer Service Specialist I

Associate Transit Customer Service Specialist I Job ID: 9312Business Unit: MABSTOALocation: Long Island City, NY, United StatesRegular/Temporary: RegularDepartment: NYC Transit AuthorityDate Posted: Oct 28, 2024Description Job Information Title: Associate Transit Customer Service Specialist I and II - Paratransit Authority: TA/OA Department: Paratransit Division/Unit: Command Center Reports To: Mgr. Paratransit Scheduling Work Location: 33-00 Northern Blvd., Long Island City, NY Hours of Work: As requiredResponsibilities 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 (OA) $60,424 - $78,070 Associate Transit Customer Service Specialist Level 2 TWU (OA) $68,021 - $88,227 Associate Transit Customer Service Specialist Level 1 DC37 (TA) $64,889-83,839 Associate Transit Customer Service Specialist Level 2 DC37 (TA) $85,223-106,184 Associate Transit Customer Service Specialist 2 - OP DC37 (TA) $72,132-93,562 NOTE: TA employees must be permanent in the Associate Transit Customer Service Specialist title in order to be considered or be reachable on the Associate Transit Customer Service Specialist Series civil service list when established. 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.