Customer Service Rep

Customer Service Rep Application Deadline December 9, 2013 THIS POSITION IS FOR FUTURE 2014 VACANCIES Opening Playing a vital role in the economy of New York State and Connecticut, Metro-North Railroad, a subsidiary of the Metropolitan Transportation Authority (MTA), is the busiest commuter railroad in the nation with an annual ridership of over 82 million. A dynamic organization with a strong focus on customer service, safety, and new technologies, Metro-North employs approximately 5,900 people. Operating out of its home base in New York City's historic Grand Central Terminal, the railroad's three lines serve 120 stations in seven counties in New York and two counties in Connecticut. In 2011, Metro-North received the prestigious International Brunel Award for Overall Excellence in Railroad Design, recognizing its continuing work as a more efficient operation, its commitment to sustainability, and its focus on providing excellent customer service. Metro-North was the first American railroad to win this coveted award in its 26-year history. The competition is open to all passenger and freight railroads in the world. Metro-North has a reputation for rewarding employee resourcefulness and innovation, and offers excellent job opportunities in a challenging and diverse environment. Responsibilities Customer Information Center ... Customer Service Rep Provide information to our customers regarding train schedules, fares, policies and procedures, promotions, Mail & Ride, train performance, and other related information services. Maintain highest level of accuracy and courtesy in communication with each customer. Handle customer inquiries via phone. Make public address announcements to our customers. Provide train performance information to other Metro-North departments as required. Monitor train operations system and communicate train performance information from Assistant Chief Rail Traffic Controller and individual Rail Traffic Controllers to PA Operators. Operate Automated Public Address System and Audio-Visual Information Systems to make automated and manual public address announcements at all Hudson, Harlem and New Haven Line stations. Perform daily tests on all equipment to verify functionality of equipment. Complete all reports as required. Utilize Model Station application to manage the Yankee Stadium communication and Public Address functions during scheduled Yankee home games. This includes basic troubleshooting of any system equipment including immediate escalation. Lost & Found Duties: Interview and obtain the necessary information from customers, both on the telephone and at the customer service counter that will help identify recovered lost property. When required, must work with other Metro-North Departments to help locate and recover lost property. Record, maintain and update Lost and Found property records in a clear and concise manner. Prepare daily, weekly and monthly Lost and Found reports as required. Perform other required duties pertaining to the rules and operating procedures that are outlined in the Lost and Found Recovered Property Procedures Manual. Protect extra assignments and vacancies of positions at locations covered by Extra List. Qualifications Applicants must have at least 2 years in customer service experience; call center experience preferred. Must have a clear speaking voice. Must possess strong written and oral communication skills. Ability to read and explain timetables, "turnaround sheets," and safety rules. Must be familiar with computer applications and have the ability to learn new technologies. Must be organized and practice safe work habits in a security conscious environment. Must be able to work different days, shifts and locations.  Must possess a High School Diploma or General Equivalency Diploma (GED). Must be able to work either in the Customer Information Center in North White Plains or in Grand Central Terminal location. Rate of Pay The wage progression scale is as follows: 70>75>80>85>90>100%. The full rate of pay is $27.63/hour. Seniority Applicants will establish seniority in the Transportation Communications International Union (TCU), the union representing Customer Service Representatives, in accordance with the union's current collective bargaining agreement. Assignments Assignments are generally in Grand Central Terminal (upper and lower concourse levels); the Customer Information Center located in North White Plans and plus the days and hours you work can change frequently. Selection Criteria To be selected for a position, an applicant must:  (1) meet the minimum requirements in the job posting, (2) pass a written examination (if applicable), (3) satisfy a background investigation (which includes credit, if applicable),  and (4) pass an oral interview, during which the interviewers will further evaluate the applicant's qualifications for the position. Because the selection process is competitive, not all qualified applicants are granted an interview.  Metro-North may also require the applicant to undergo a physical ability test, and, if the Company extends a conditional offer, may require him or her to undergo a medical examination, which may include toxicological testing. Customer Service Rep ... For applicants who are current employees, you must be in active service and have worked in your present position for at least one (1) year to be eligible to apply for a posted position, and have completed the agreed upon formal training commitment, plus on-the-job training, if applicable (for example: Signal Trainee, Foreman-In-Training, etc.) in order to be eligible to transfer.  If you are transferred, you may be required to forfeit your seniority in your present occupation. In addition, Metro-North employees are subjected to an internal investigation, which includes an evaluation of their safety and discipline records, their performance assessments, and of their time and attendance records (including early quits and late starts) for the preceding 30 months.  During the 30 month review period, the maximum number of occurrences allowed is 15, and the maximum number of patterns allowed is 8.  (An "occurrence" is any absence or consecutive absences of four or more hours, and a "pattern" is an absence preceding or following rest days, holidays, vacation days, etc.)  For employees with fewer than 30 months of service, the entire period of their employment is reviewed, and the maximum allowable number of incidents is pro-rated. Absences excused in accordance with Company Operating Procedures are not included for purposes of assessing whether attendance is satisfactory.  If occurrences and/or patterns exceed the maximums allowed, the employee's attendance is deemed unsatisfactory, and he or she is disqualified from further consideration, even if he or she has not been previously warned about his/her attendance. Customer Service Rep ... We offer a competitive salary and a comprehensive benefits package.  If interested, please apply online at www.mta.info How To Apply https://erecruit.mtabsc.info/psc/ERPRD/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL