Deputy Director, Customer Service

Salary :

$119,891 - 134,878 yearly

Company : Metropolitan Transportation Authority

Job Type : Full Time

33-00 Northern Blvd, United States

Number of Applicants

000+

Apply Now

Let AI Supercharge Your Job Hunt!

JobCopilot scans 500,000+ company career sites daily to find jobs for you

Never miss an opportunity Save hours by auto-filling applications forms Land more interviews with tailored applications

Activate JobCopilot

Job Description - Deputy Director, Customer Service

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

Excellent Customer Service experience
Knowledge of FTA (Federal Transit Administration) and ADA (American with Disabilities Act) provisions
Knowledge of Microsoft Applications
Excellent verbal, written and interpersonal communication 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.

Original job Deputy Director, Customer Service posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Apply Now

Auto-Apply to Similar Jobs

Share Job

Get your Resume Reviewed for Free

Automate Job Applications for Similar Jobs

Auto-Apply to Deputy Director Jobs with your AI JobCopilot

Auto-Apply with AI

Similar Deputy Director Jobs in the US

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip

Deputy Director, Customer Service

Job Description - Deputy Director, Customer Service

Description

Similar Deputy Director Jobs in the US

Mobile Apps