Description
Position at MTA Headquarters
JOB TITLE: Assistant Manager, Metro-North Service Information Office
SALARY RANGE: $73,000 – $83,000
HAY POINTS: 417
DEPT/DIV: Office of the Customer Service Information Office
SUPERVISOR: Manager Metro-North Service Information Office
LOCATION: 525 North Broadway, White Plains NY 10603
HOURS OF WORK: 3:00 pm – 11:00 pm (8 hours/day)
DEADLINE: November 10, 2023
This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
SUMMARY:
The Service Information Office contributes to the continued improvement in the quality of service delivered to Metro-North Railroad customers by ensuring prompt and accurate delivery of information to customers while adhering to department guidelines. This job oversees operators at all locations and assists with overseeing Yankee Stadium customer communication operations and customer service representatives.
RESPONSIBILITIES:
- Communicate service messages to customers on a real time daily basis. Maintain 1 to 1 social media support and/or response with the Metro-North audience. Publish and share daily content (original text, images, video, or HTML) that builds meaningful connections with customers and encourages community members to take action.
- Assist in the selection, development, and motivation of personnel within the department. Provide career development for operators. Provide prompt and effective coaching and counseling. Participates in for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
- Supervise and assist the Service Information Office Operators and Customer Contact Center Representatives to ensure that information is being disseminated promptly, accurately, and with courtesy. Ensure that public announcements and other customer communications are made consistent across all engagement channels and in a timely and accurate manner.
- Assist with monitoring Metro-North Railroad train service to ensure that all exceptions to the operating plan are communicated to customers including the operating plan communicated during game days.
- Assist with the day-to-day responsibilities of comparable to Chat applications, social media, and the mobile ticketing program for the Customer Contact Center by handling customer issues, troubleshooting, and reporting. Enforce Customer Service standards of communication and coordinate necessary actions with other departments to ensure these standards are applied company wide.
- Assist with management of administrative tasks (i.e., periodic reports, payroll, personnel actions, and correspondence).
- Establish and analyze reports for decision-making and planning. Make recommendations based upon those reports. Work with data analysis and other team members to regularly report insights gained from social media monitoring.
- All other duties as assigned.
QUALIFICATIONS:
- Gathering, synthesizing, and communicating complex service information in a fast pace, high stress environment.
- Keeping customers well informed with up to date and accurate service information concerning planned and unplanned service changes throughout the Metro-North system.
- Partner with stakeholders as well as external agencies, if needed when creating and pushing customer focused real-time and planned service change information communications. Would need to have an understanding how the entire system/ infrastructure, alternate service plans (localized vs regional concerns), as well as emergency planning procedures.
- Ensure that all information provided to customers is consistent across all communication channels. Work with all stakeholders to formulate customer-centric messaging with a consistent tone and voice.
- Has some level of authority for the decision making, and staffing for their functional area of responsibility, subject to approval regarding the most significant Business and Policy issues by the departmental management and/or Senior Management. Decision-making authority over their functional area of responsibility is within well-defined, somewhat diversified procedures and precedents.
- Analyzes and makes recommendations for policy and procedural changes with final approval from departmental management and/or Senior Management and supports implementation of such changes.
- May provide input into overall strategy and approach in consultation with departmental management and/or HQ Senior Management.
- Knowledge of principles and practice of customer services.
- Excellent interpersonal and front-line employee supervision skills.
- Excellent customer service skills.
- Ability to creatively view customer service needs, concerns, and execute broad programs to address these issues.
- Ability to work under stressful situation with large amount of information and competing priorities.
- Strong organizational skills with attention to detail.
- Strong written and verbal communications and presentation skills.
- Must be capable of preparing and analyzing data and preparing reports based on the analyses.
- Understanding of social media performance metrics with the ability to stay current and forward thinking on new social media tools and platforms with understanding of best practices.
- Must be proficient in Microsoft Office Suite, (i.e., Outlook, Teams, Word, Excel, PowerPoint, Access) and/or comparable applications. Must have an aptitude for computer technology and desire to learn different programs.
- Ability to keep current with customer service initiatives.
- Available to be on call 24 hours a day, 7 days a week for emergency situations. Ability to work various length shifts on a 24/7 rotating basis, with the possibility for mandated staffing and coverage, emergency call-in and response, and deployment to anywhere within the MNR operating area. This includes nights, weekends, and holidays in all weather conditions.
- A true multi-tasker with the ability to balance competing priorities efficiently.
- Creative problem-solving skills.
- Consistently keeps up with industry trends and informs the team.
- Excellent communication and interpersonal skills.
- Excellent organizational and presentation skills.
- Demonstrated ability to work with all internal levels within a given organization.
- Demonstrated ability to work in a high-profile, high-pressure environment effectively.
- Demonstrated ability to communicate effectively with key internal and/or external stakeholders.
- Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals and direction for the area of responsibility.
- Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible.
- Demonstrated analytical capabilities and quantitative skills.
- May need to work outside of normal work hours (i.e., evenings and weekends).
- Travel may be required to other MTA locations or other external sites.
EDUCATION AND EXPERIENCE:
REQUIRED:
- Bachelor’s degree in Business, Transportation, Communications, Journalism, Public Broadcasting, Social Media or a related field or an equivalent combination of education and experience from an accredited college may be considered in lieu of a degree; and
- Minimum 3 years related experience.
- Demonstrated supervisory and/or leadership abilities.
PREFERRED:
- At least 1 year in a managerial and/or leadership role.
- Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.
- Familiarity with the MTA’s policies and procedures.
- Familiarity with the MTA’s collective bargaining procedures.
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.