Description

JOB TITLE:                          Broadband Specialist SALARY RANGE:               $54,518- $90,863 DEPT/DIV:                           HR Center Of Excellence  
SUPERVISOR:                    Senior Manager, CMC  
LOCATION:                         333 West 34th Street, New York, NY 10001
HOURS OF WORK:            8:15 am - 5:30 pm (8 hours/day)
DEADLINE:                         Until Filled                  This position is represented by the Transportation Communications Union (TCU) 


SUMMARY:

This is a dynamic, quality focused position requiring expertise of the MTA’s Shared Service Operation. This is a high level represented position within the Customer Management Center of the HR Centers of Excellence. The CMC Broadband Specialist provides expert assistance focused on the quality-of-service delivery required to resolve first contact and complex customer issues, assists with training, provides guidance on process and procedures, and can be deployed to any area of the MTA’s Shared Service without notice.      RESPONSIBILITIES:  

• Provide and promote excellent customer service to MTA shared service 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, PeopleSoft, or Genesys Cloud
• Identify, interpret, analyze, and research interactions and seek resolution to meet customer expectations
• Understand when to resolve or escalate
• Re-assign or escalate service requests to as appropriate
• Process transactions in PeopleSoft as assigned
• Complete assignments as delegated by supervisor
• Develop and update operating procedures and training documents as needed
• Support project activities including requirements gathering, functional design & configuration, testing,
• training design, development & delivery, postproduction support
• Understand the MTA and HR Centers of Excellence vision including how individual responsibilities fit into the long-term strategies
• Participate in training to continue to maintain appropriate level of process, functional and technical knowledge
• Manage individual assignments and expectations as well as assist with prioritizing team assignments
• Mentor, coach, train and support other team members as appropriate
• Ensure that all assignments are completed with the highest quality and within agreed-to Service Level
• Agreement (SLA) guidelines
• Gather, validate, and maintain data, forms and other transactional information
• Retrieve, index and review scanned documents and forms  
• Integrate across MTA operations teams to document, research and resolve issues and errors as assigned  
• Perform / support cyclical processing and period end activities  
• Comply with MTA policies, practices, and procedures  
• Track and report status of work  
• Support other team members as appropriate  
• Adhere to team budget 
• Identify and implement continuous improvement initiatives as assigned  
• Participate and lead training and user groups as necessary  

  KNOWLEDGE, SKILLS, AND ABILITIES   REQUIRED

•  Possess specific working knowledge and experience for Human Resources, Benefits, Payroll and Customer Service and Document Management
• Working knowledge and use of PeopleSoft or related database software 
• Strong customer service skills and professional demeanor
• Excellent oral and written communication skills
• Strong interpersonal skills with the ability to work with and collaborate across operational teams at all levels both internal and external to the organization
• Excellent organization and multitasking skills
• Excellent time management skills and ability to supervise individuals
• Ability to work in a team environment 
• Ability to process requests consistently with general supervision 
• Ability to assess problems and promptly resolve or identify appropriate team to resolve 
• Ability to handle sensitive and urgent situations and maintain a high degree of confidentiality 

  PREFERRED

•  Understanding of MTA’s HR, Finance and Payroll policies and procedures as well as Business Operations policies and operational procedures
• Familiarity with performance metrics and ability to meet identified targets
• Familiarity with quality assurance principles and standards
• Advanced knowledge of service request management tools 
• Advanced PeopleSoft navigational skills
• Working knowledge and use of office productivity tools (e.g., MS Outlook, MS Office applications) and web-based applications
  
  
  

EDUCATION AND EXPERIENCE:   REQUIRED:

• High School Diploma or GED 
• Minimum 2 years’ experience in Customer Service
• Minimum 4 years combined experience in Customer Service, Human Resources, Benefits, Payroll and Accounts Payable.

PREFERRED:

• Shared Services experience
• Inbound contact center experience
• Quality Assurance experience
  Bachelor's degree or Associates degree with relevant experience in Business or related field

  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.