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Transit Customer Service Specialist I/II

Job ID: 12402

Business Unit: MABSTOA

Regular/Temporary: Regular

Department: NYC Transit Authority

Date Posted: Jul 24, 2025

Description

Job Information

Title: Transit Customer Service Specialist I/II

First date of posting: 7/22/2025

Last date of posting: Until Filled

Authority: OA / TA

Department: Paratransit

Division/Unit: Eligibility & Compliance

Reports To: Manager Certification

Work Location: 3300 Northern Blvd, Long Island City, NY 11101

Hours of Work: As required.

Responsibilities

Eligibility & Compliance – Eligibility Determination Unit

In accordance with the Americans with Disability Act, the incumbent will respond to customer inquiries concerning Paratransit eligibility services and disseminate information to the public about Paratransit policies and procedures related to eligibility. The candidate will respond to customer inquiries about application status and make necessary changes to customer files in the Adept Scheduling System. Promptly resolve any problems that may arise due to certification scheduling errors and when necessary, communicate the problems to the appropriate units for resolution. Perform daily clerical functions such as data entry, customer ID card preparation, filing, copying, faxing, scanning, operate office equipment for processing mail and any other clerical functions. Agents assist the certification team as needed. They are needed to provide a better customer experience when customers are calling Paratransit.

Compensation

Transit Customer Service Specialist I OA – Represented by DC37 – Min:$47,374 - Max: $69,791

Transit Customer Service Specialist I TA – Represented by DC37 - Min: $46,271 - Max: $60,382

Transit Customer Service Specialist II OA – Represented by DC37 – Min: $56.852 - Max: $69,791

Transit Customer Service Specialist II TA – Represented by DC37- Min: $56,852 - Max: $69,791

Education and Experience

A baccalaureate degree from an accredited college; or

An associate degree from an accredited college and one (1) year 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 two (2) 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

Desired Skills

+ Demonstrated ability to gather, assess, and assimilate complex information and create user-friendly messaging.

+ Knowledge of the Americans with Disabilities Act (ADA)

+ Ability to work quickly but accurately, and under stringent requirements.

+ Excellent attention to detail, while being able to multi-task

+ Independent thinker, while using good judgment

+ Exceptional listening, writing and verbal communication skills.

+ Knowledge/use of all Microsoft applications; experience using web-based tools and general digital communications applications.

+ Excellent problem-solving skills

+ Ability to work in a fast-paced, changing environment.

+ Ability to work various schedules, including, at times, overnights, weekends, and holidays.

Other Information

Pursuant to the New York State Public Officers Law & the MT 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.