Transit Customer Service Specialist I/II at metropolitantransportationauthority.com in New York, NY
- Company: metropolitantransportationauthority.com
- Location: New York, NY
- Posted: Sep 24, 2026
- Type: Full-time
- Salary: $49,208 - $64,214 (Transit Customer Service Specialist I); $60,461 - $74,221 (Transit Customer Service Specialist II); New Hire: $43,808 (I), $52,571 (II)
- Experience: 2+ years
Overview
Position at MABSTOA Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511. The incumbent must have the aptitude to learn and master multiple inter-agency systems …
Job description
- Position at MABSTOA
Responsibilities
- Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511.
- The incumbent must have the aptitude to learn and master multiple inter-agency systems and applications such as: Automated Travel Information System to provide customers with travel itineraries by subway, bus, and rail throughout the region; eFIX to assist customers in filing reduced fare and MetroCard claims/OMNY ; Cassie: Salesforce CRM:
- Cloud-based Customer Relationship Management (CRM) platform to assist customers who call with safety issues, commendations and complaints. In addition, you will be required to work between the OMNY and the 511 operations.
- The Customer Service Representative must enter this data into the CRM system for investigation and respond to customer inquiries. The Genesys Cloud: Web-based system allows Contact Center agents to perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot.
- The incumbent will also use Interactive Voice Response (IVR) systems and collaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items.
Requirements
- A Bachelors degree from an accredited college; or
- An Associates degree from an accredited college and one (1) year of satisfactory, full-time experience in a customer service or public information capacity; or
- A four-year high school diploma or its educational equivalent and two (2) years of satisfactory, full-time experience as described in “2” above; or
- Education and/or experience equivalent to “1”, “2” or “3” above.
- Knowledge of MTA subway and bus systems; excellent communications skills; customer service and sensitivity skills; keyboard proficiency – 40 words per minute; proficient in Microsoft Office Suite; proven call handling skills working in a fast-paced call center environment.
Skills
Required
- Knowledge of MTA subway and bus systems
- Excellent communications skills
- Customer service and sensitivity skills
- Proficient in Microsoft Office Suite
Benefits
- OA - Non Rep
- Transit Customer Service Specialist I
- $49,208 - $64,214
- $50,381 - $65,744
- New Hire: $43,808
- Transit Customer Service Specialist II
- $60,461, $74,221
- $60,461 - $74,221
- New Hire: $52,571
- • Selected candidates who are new hires to the MTA will be appointed at the minimum salary of the posted range, in accordance with applicable MTA compensation guidelines and policies.