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Customer Experience Representative

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Job ID: 32987
Department: Tunnels, Bridges & Terminals
Location: 4 World Trade Center


The Customer Experience Representative will manage and provide first-line communication with TB&T customers via multiple channels. The Customer Experience Representative will work with facility staff to research inquiries on a case by case basis, in order to address our customers’ questions, comments, and concerns and provide a prompt, courteous, and meaningful resolution to issues raised.  The Customer Experience Representative will play a key role in ensuring TB&T's leadership in delivering an exemplary customer service experience for the nearly 1 million motorists and bus riders on any single day, representing more than 230 million vehicles and 70 million bus riders each year.

Responsibilities include, but are not limited to:

  • Customer Correspondence - Respond to customer inquiries received through Office of the Secretary Web Feedback, 800#, phone transfers from Director’s Office, and social media, ensuring that all responses are accurate, thoroughly researched, and handled in a timely manner. Maintain a customer correspondence database, ensuring consistent categorization of inquiries. Utilize experience and data to make recommendations for improvements/enhancements to customer communications to improve overall customer experience.
  • Title VI Program – Work with facility project managers to ensure that Departmental construction projects comply with the Civil Rights Act of 1964 (Title VI). Prepare quarterly reports for the Office of Business, Diversity & Civil Rights. Enter updated project information into Semi-Annual Reports.  Attend meetings with Title VI Working Group, organized by the Office of Diversity and Civil Rights.
  • Toll Scrip Ticket Refund Program Management - Process all requests for refund ensuring full toll scrip payment through General Accounting, and communicate with customers, maintain records of actions and refund amounts. Ensure the physical destruction of refunded tickets and document the process. Maintain a database with the toll scrip information and customers’ contact information.
  • Customer Information and Program Support - Support planning and delivery of Customer Programs & Services initiatives as necessary. Advocate for the customer point of view to help improve customer outreach initiatives.


Candidates must present the following qualifications to be considered eligible for this position:

  • Bachelors Degree in Public Administration, Business Management, Marketing, or Communications or related discipline from an accredited college or university.
  • A minimum of three years’ experience in customer service, communications, or other related business processes.
  • Demonstrated ability to communicate effectively, both verbally and in writing.
  • Demonstrated knowledge of Port Authority policies and procedures, specifically as they relate to operations and impact on customer experience.
  • Demonstrated ability to work independently and prioritize multiple assignments with competing deadlines.


Ideal candidates will present the following profile:

  • Outstanding interpersonal and communication skills with demonstrated ability to effectively work with internal employees and external customers from varied and diverse backgrounds.
  • Excellent written and verbal, including the ability to concisely convey information to a variety of audiences.
  • Demonstrated ability to develop and employ problem-solving approaches that are sensitive to organizational, community, and customer concerns.
  • Demonstrated experience identifying, understanding, and integrating customer service needs into day-to-day decision making.
  • Demonstrated ability to work independently and within a team to build relationships and interact with facility management.
  • Proven ability to prioritize assignments.

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package and a professional environment that supports development and recognizes achievement.

How To Apply

Interested candidates should apply to this job by clicking on the Apply Now button and submitting a combined cover letter and resume.

Only applicants under consideration will be contacted.

About The Port Authority

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.


The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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