Customer Care Associate

The Customer Care Position is primarily remote however you will be asked to be in the office during a portion your new hire training. You may be called back to the office at any time based on your performance or company demands.

The Customer Care Associate position will be filled by individuals who demonstrate the skill sets to perform their daily activities in a high-volume reservations and customer care call center environment. The Agent is responsible for efficiently and in a high quality customer service oriented manner receiving calls from customers on behalf of the New York City Transit Authority’s (NYCTA) Paratransit Services Team. Agents will be assisting qualified customers with disabilities who are authorized to utilize the NYCTA’s “Access-a-Ride” program for transportation in the New York City area. Agents will be expected to follow all approved policies and processes to perform the services. The Agent will meet GCS and client expectations while processing both reservations requests for Paratransit Customers along with providing travel assistance services to assist with requests such as estimated vehicle time of arrival, travel itinerary change requests, travel cancellations, alternate travel authorizations/accommodations and other defined customer care transactions. The Agent is expected to perform with a positive and quality-oriented mindset while meeting daily, weekly and monthly performance and quality goals.