Staff Assistant III

At the MBTA we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe reliable and accessible transportation. MBTAs Core Values are built around safety service equity sustainability and culture. Each employee that works for the MBTA performs their roles based on our vision mission and values. This includes attendance participation and contribution in local safety committee meetings as needed.

The Staff Assistant III is responsible for servicing external customers by providing information about refunds financial deposits and customer concerns. The Staff Assistant III is a trusted source responsible for the customer service interactions focused on the total customer experience with their ride account. This position is instrumental in enhancing the customer experience by providing high-quality service at every interaction and ensuring customer concerns are being handled appropriately while working in a dynamic fast-paced environment.

• Receive customer calls emails and other forms of communication.
• Answer refund questions for ride account(s) including looking up accounts adding up money and sending paperwork for processing refunds.
• Handle refund mailings.
• Enter check deposits into customer accounts.
• Where appropriate resolve issues immediately.
• Address escalated customer inquiries in a timely manner.
• Determine the cause of customers concerns; explain the best solution for the customers concern; expedite correction or adjustment and follow-up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
• Handle all interactions in accordance with policies procedures federal guidelines and applicable laws.
• Maintain a comprehensive knowledge of PLS products and services.
• Maintain a polite and professional telephone manner.
• Contact other employee stakeholders to identify escalated problems and determine solutions.
• Respond to customer vendor and coworker inquiries in a courteous and professional manner.
• Perform all other duties and projects that may be assigned.

• Bachelors degree from an accredited institution.
• Two (2) years of experience in customer service and account management.
• Effective organizational analytical and time management skills.
• Demonstrated ability to communicate and present effectively to a diverse group of stakeholders and customers.
• Ability to manage and prioritize a high-volume workload.
• Ability to manage multiple stakeholders in a fast-paced work environment.
• Ability to manage and mentor questions and support personnel.
• Excellent verbal and written communication skills.
• Proven problem-solving skills and sound judgment.

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelors degree requirement.
• An associate degree from an accredited institution an additional three (3) years of directly related experience substitutes for the bachelors degree requirement.
• A masters degree in a related subject substitute for two (2) years of general experience.
• A nationally recognized certification or statewide/professional certification in a related field substitutes for one year of experience.

Preferred Experience and Skills

• Three (3) years of experience in customer service and account management.
• Experience working with disabled populations.

Job Conditions:

• Ability to effectively read comprehend communicate and respond to instructions orders signs notices inquiries English.
• Be at least eighteen (18) years of age except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston MA metro area as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively independently and as part of a diverseworkforce team (or supervise if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules regulations collective bargaining agreements (if applicable) and policies of the MBTA including the EEO anti-discrimination anti-harassment and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate) including overall employment job performance discipline and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check comprehensive background screening and / or medical Clinic screening potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned directed or necessary for this position including (for some transit / operations roles) up to twenty-four (24) hours per day seven (7) days per week as necessary to accommodate severe weather conditions emergencies or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally interns / co-ops must have valid work authorization and U.S. Social Security Numberprior to starting pre-employment screenings / pre-boarding working in their positions and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary general nature and complexity of typical job functions and do not represent an exhaustive list of all duties tasks and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicants responsibility to ensure application details are entered completely and correctly including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines:Applicants should apply as soon as possible as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment:The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility:All employees must be legally authorized to work in the United States and on an unrestricted MBTA does not have an employer work sponsorship program. However if you have unrestricted work authorization or are sponsored by a separate entity you are welcome to all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews:Candidates should ensure they arrive on time are prepared can remain for the duration and if remote are in a quiet place without distraction for the interview. Candidates who do not attend their interview without advance authorization including an email confirmation of a rescheduled time/date from Human Resources will be considered a no-show and disqualified from consideration for the position. Related to rescheduling on a one-time basis and due to something emergent you may be allowed to reschedule the addition Human Resources may require documentation supporting the request. However should you need to reschedule you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions:Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions:Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff:During declared states of emergency employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process please contact the MBTAs ADA Unit at or .
11. Diversity Equity and Inclusion:The MBTA is an Equal Employment Opportunity Employer. For terms descriptions and definitions related to diversity equity inclusion veteran status and immediate family members that you may find on the application form please visit / Co-Op Benefits: Employees taking part in an internship orco-opat the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass based on the city from which the intern / co-opcommutes to workat no cost. However no additional benefits are currently offered for interns orco-ops.