Customer Service Specialist

**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 responsibilitie