Customer Relations, Emerging Talent Intern (Spring)

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 24,000 - 34,000; Part time

Job summary

Metropolitan Transportation Authority (MTA) invites an Emerging Talent Intern to join the Paratransit Customer Relations team in Long Island City, NY. The role focuses on enhancing knowledge base content, improving agent support, and assisting with RideCo paratransit technology implementation.

The intern will contribute to documentation, training material development, and stakeholder collaboration to improve service quality and operational efficiency.

Qualifications

• Proficiency in Microsoft Office Suite is a must.
• Organizational, analytical and communication skills.
• Ability to work under pressure and prioritize tasks effectively.
• Detail oriented; able to work independently while being an active team player.

Responsibilities

• Enhance Genesys Cloud Knowledge Base articles by rewriting, organizing, and adding visual elements to improve clarity and usability.
• Review existing documentation to identify gaps, outdated content, and opportunities for improved agent support.
• Collaborate with call center leaders to understand common agent pain points and incorporate solutions into updated resources.
• Assist the Reservation Director with key tasks related to the RideCo paratransit technology implementation, including agenda preparation and follow-up items.
• Help monitor project milestones, capture progress updates, and track action items for the RideCo implementation.
• Support the development of updated call center training materials that improve agent engagement and information retention.
• Work with subject‑matter experts to ensure training content is accurate, relevant, and aligned with operational needs.
• Prepare visual aids, job aids, and quick-reference material that reinforce learning and enhance agent performance.

Skills

Organizational skills

Analytical skills

Communication skills

Attention to detail

Independent worker

Team player

Education

Graduate program GPA 2.8

Majors: PM, IT, Communications, Biz Admin, CS, Training & Development

Tools

Microsoft Office Suite

Job description

Description

Department: Paratransit

Location: 33-00 Northern Blvd Long Island City, NY 11101

Position Title: Customer Relations, Emerging Talent Intern

Hourly Rate: $21.00 (Graduate)

All internship positions are onsite and require regular, in-person attendance at the designated work location with a minimum of 20hrs per a week.

OVERVIEW OF DEPARTMENT

Customer Relations is responsible for the response, review and investigation of all Paratransit customer feedback (complaints, requests, suggestions, compliments and inquiries) received directly from the customer, on behalf of the customer through escalations, elected officials and executive correspondence.

The intern will support key operational and customer-experience initiatives across the organization. Their responsibilities will focus on enhancing service quality, improving internal documentation, and supporting technology implementation.

RESPONSIBILITIES

• Enhance Genesys Cloud Knowledge Base articles by rewriting, organizing, and adding visual elements to improve clarity and usability.
• Review existing documentation to identify gaps, outdated content, and opportunities for improved agent support.
• Collaborate with call center leaders to understand common agent pain points and incorporate solutions into updated resources.
• Assist the Reservation Director with key tasks related to the RideCo paratransit technology implementation, including agenda preparation and follow-up items.
• Help monitor project milestones, capture progress updates, and track action items for the RideCo implementation.
• Support the development of updated call center training materials that improve agent engagement and information retention.
• Work with subject‑matter experts to ensure training content is accurate, relevant, and aligned with operational needs.
• Prepare visual aids, job aids, and quick-reference material that reinforce learning and enhance agent performance.

PROJECTS

• Genesys Cloud – Improve Knowledge Base Articles: Aim to use visual elements to transform dry documentation into highly engaging resources.
• RideCo - Paratransit Technology system implementation: Assist the Reservation Director will various project agenda items.
• Call Center Training material enhancement – To create training material that drives real agent engagement and dramatically improves information retention.

REQUIRED QUALIFICATIONS

• Proficiency in Microsoft Office Suite is a must.
• The candidate should possess organizational, analytical and communication skills.
• The candidate should be able to work well under pressure and prioritize tasks effectively.
• The candidate should have a keen eye for detail and be able to work independently while being an active team player.

REQUIRED EDUCATION

• Matriculated in a graduate program in good standing with at least 2.8 GPA
• Major(s) Preferred: Project Management, Information Technology, Communications, Business Administration, Computer Science, Training and Development, or related field.

All applicants must be authorized to work in the United States at the time of application. Students' transcript must be submitted.

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.