Associate Transit Customer Service Specialist Series (Digital Communications Specialist)

Associate Transit Customer Service Specialist Series (Digital Communications Specialist) Job ID: 8773 Business Unit: MABSTOA Location:

New York, NY, United States Regular/Temporary: Regular Department: NYC Transit Authority Date Posted:

Sep 11, 2024 Description Job Information Job Title: Associate Transit Customer Service Specialist Series (Digital Communications Specialist) Job ID: 8773 Location: Manhattan - Midtown Full-time / Regular First date of posting: 9/10/2024 Last date of posting: 10/1/2024 Authority:

OA / TA Department: Service Communications Division/Unit: Digital Communications Reports To:

Customer Communications Manager Work Location: 333 West 34th Street Hours of Work: Shift Hours; varied, including overnights, weekends, and holidays. Candidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications.

Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page Overview New York City Transit is looking for customer communicators with extensive social media experience to provide world class customer care for the millions of people we move each day.

In this role, you will translate information about current subway and bus service received from multiple channels into customer-facing communications and publish it across multiple channels, including mta.info, the MTA app and third-party apps, NYCTSubway and NYCTBus on X (Twitter), and screens in subway stations and on buses. You will also provide best-in-class social customer care – monitoring in-take queues, determining the best response approach, and providing support to customers until you’ve helped them get where they need to go, resolved their issue, or adequately addressed their concerns. As a customer advocate, you don’t just tweet, you get results.

When customers encounter issues in their journey, you work with other teams to address them. Your work and ideas will help us identify root causes so that we can find sustainable solutions. There’s a high level of autonomy — you engage freely on behalf of NYCT — but you must be able to adhere to brand guidelines and protocol.

You are also expected to evaluate current practices and recommend strategies and tactics to improve the way we keep customers informed. You perform in a high-volume, fast-paced environment and work collaboratively with other teams to ensure communications are timely, accurate, and consistent. Candidates should have experience in social content development, community management, high-volume customer service, and/or social media strategy, plus a strong interest in the transit system.

Compensation Associate Transit Customer Service Specialist 1 (OA) - $60,424 - $78,070 Associate Transit Customer Service Specialist 2 (OA) - $68,021 - $88,227 Associate Transit Customer Service Specialist 1 (TA) - $64,889 - $83,839 Associate Transit Customer Service Specialist 2 (TA) - $85,223 - $106,184 Associate Transit Customer Service Specialist 2 - OP (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. Responsibilities The selected candidate will monitor New York City’s subway and bus services in real-time to determine customer impact, translate internal service change messages into customer facing communications and quickly publish to multiple channels, monitor social chatter, determine the best approach for individual customer queries, and respond accordingly, in plain language (non-jargon) and with a conversational tone.

The selected candidate will also escalate urgent issues to operations staff and senior leadership as needed, manage customer queries from start to finish, which may require follow up days later, seek opportunities for improving proactive service communications, brand building, and storytelling for all NYCT services. The selected candidate must be able to and available to work in a 24/7 environment that includes weekdays, overnight shifts, weekends and/or holidays as required. Education and Experience A bachelor’s 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-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 experience equivalent to "1", "2", or "3" above.

Special Note: To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above. Desired Skills Quick and critical thinking.

This role requires you to use good judgment managing multiple issues with varying degrees of complexity each day. Experience in social content development, community management, or social media strategy, or ideally, all three. Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging.

Ability to multitask and balance competing priorities efficiently. High attention to detail and organizational skills. Ability to operate quickly and efficiently in a high-pressure environment.

A strong understanding of the MTA subway and bus network, or the ability to quickly acquire this knowledge. Ability to work independently with little oversight as well as perform well in a team environment. Flexible worker who collaborates well with peers and fosters a positive workplace.

Exceptional listening, writing, and verbal communications skills. Service-minded and empathetic to customer experience. 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.