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Digital Communications Specialist, (Associate Transit Customer Service Specialist)

New York City Transit is looking for customer communicators with extensive 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, and screens in subway stations and on buses.

You will also provide best-in-class customer care – monitoring in-take queues, determining 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 chat, 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 content development, community management, high-volume customer service, plus a strong interest in the transit system.

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 incoming chats, 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 content development, community management, plus a strong interest in the transit system, 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

Selection Method

Based on evaluation of education, skills, experience, interview, and written assessment. All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.

Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct. 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”).

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.