POSITION: CUSTOMER SERVICE REPRESENTATIVE

SCOPE OF RESPONSIBILITIES:

The Customer Service Representative will serve as the point of contact for the cashless fare system as well as handles all incoming telephone calls, provides the public with route and schedule information when requested, and performs other duties as assigned.

SUPERVISED BY:    FARE COLLECTION CUSTOMER SERVICE SUPERVISOR

Non-Exempt position

PRINCIPAL RESPONSIBILITIES:

• Interact with MTA customers positively, calmly, and cooperatively to answer questions, give directions, and de-escalate conflict as needed.
• Respond to telephone calls via multi-line phone system and email requests from the general public regarding MTA Fare payment system.
• Record customer comments, complaints, commendations, and recommendations via Agency database.
• Administer monthly pass programs as required by Agency procedures to include Employer Supported Program (ESP), Pass Sales Outlets (PSO), and Reduced Fare Programs
• Manage the inventory and distribution of passes (Supervisor)
• Issue photo ID cards as needed.
• Assist customers with establishing an account with MTA Fare Payment system.
• Provide support to customers who are experiencing issues with their fare payment account.
• Assist customers with operation of ticket vending machine (TVM).
• Transition current MTA eligibility customers to the new fare payment eligibility system.
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE

• High School Diploma or equivalent
• One year experience in customer service
• Previous customer service in a high-volume call center and/or working with the general public preferred.
• Bilingual preferred
• Must be flexible and able to work off-hours shifts as required.

REQUIRED SKILLS:

Knowledge of:

• Principles and practices of providing excellent customer service in a tactful and effective manner.

Skill or Ability to:

• Project a courteous, patient, helpful and positive attitude.
• Understand and speak the English language clearly, concisely, and coherently with or without corrective devices; Understand and speak Spanish clearly preferred.
• Perform word processing and database management using Microsoft Office software
• Maintain attention to detail in stressful or adversary situations.
• Learn additional software related to Transit and/or Customer Service.

Competency to:

• Following policies and Procedures
• Serving Customers
• Showing care and understanding

MINIMUM ACCEPTABLE JOB PERFORMANCE STANDARDS:

• Maintain timely and efficient level of performance in answering all incoming calls.
• Maintain accurate reports of all comments and/or complaints received.
• Maintain professional and courteous conduct and attitude when dealing with the public, supervisors and other Mass Transportation Authority employees.
• Maintain timely and professional level of productivity when handling reports, typing assignments, and related work.
• Maintain strict adherence to all applicable Mass Transportation Authority policies and procedures and all related contractual requirements in order to insure effective and efficient work flow.
• Maintain the use of sound judgement when making statements or recommendations on behalf of and directly affecting the Mass Transportation Authority.

PHYSICAL DEMANDS:* *

On a normal work day, this position requires:

Prolonged periods of sitting and reaching.

Requires extensive use of hands, fingers, legs, and arms in selecting/grasping paper, telephone, computer and related items and reach/extend hand and arms in any