Description
Position at MABSTOA
Title: Deputy Director Customer Service
Department: Paratransit
Authority: NYCT
Division/Unit: Customer Service
Work Location: 33-00 Northern Blvd, Long Island City, NY 11101
Hours of Work: 9am - 5pm
Compensation:
$119,891 - $134,878
Deadline (if Applicable):
Until Filled
Reporting Manager (If Applicable):
Customer Relations Officer
POSITION SUMMARY
MTA New York City Transit Paratransit (Access-A-Ride) Service is a federally mandated service, in accordance with the Americans with Disabilities Act (ADA) of 1990, providing origin-to-destination, demand-response, shared ride transportation for individuals with disabilities that cannot use fixed route public buses and subways. This position is responsible for supporting the Customer Relations Unit in managing the Correspondence team made up of NYCT staff, Contractors, and Interns; specifically guiding all aspects of assisting Access-A-Ride (AAR) customers and documenting their travel experience via the Customer Relations Management database (Cassie).
RESPONSIBILITIES
The Deputy Director Customer Service is responsible for assigning Cassie cases, handling escalated complaints, conducting monthly staff quality control, training and retraining. This role resolves AAR customer technology issues by investigating and communicating with MTA-IT or the Paratransit Project Management unit. Responsible for developing processes and policies for new initiatives such as the MY AAR app, AAR OMNY, AAR chat-Bot, and Paratransit internal technology systems. In addition, this role oversees all HR responsibilities for the Correspondence team (daily attendance, pay, staff tours, vacations, absences, conflicts, etc.).
EDUCATION AND EXPERIENCE
A Baccalaureate degree from an accredited college or university in Business Administration, Transportation Management, Public Relations, Journalism, or, Public Administration and five (5) years of full-time related experience, at least three (3) years of which of which must have been in a managerial/supervisory capacity.
DESIRED SKILLS
Selection Method:
Based on evaluation of education, skills, experience, and interview.
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.
Metro is unique among the nation’s transportation agencies. We serve as transportation planner and coordinator, designer, builder, and operator for the country’s largest, most populous county. More than 10 million people – nearly one-fourth of California’s residents – live, work and play within our 1,433-square-mile service area.