Transit Communications Specialist - Real-Time Updates

Metropolitan Transportation Authority

New York (NY)

On-site

USD 66,000 - 97,000

Full time

9 days ago

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Job summary

The Metropolitan Transportation Authority is seeking a Digital Communications Specialist (Associate Transit Customer Service Specialist) to translate real-time subway and bus information into clear, customer-facing messages for the MTA website, app, third-party apps, and in-station screens.

You will monitor service changes, publish updates, and provide digital customer care via the MTA app chat, coordinating with the Subway and Bus Operations Centers to keep riders informed and supported around

Qualifications

Bachelor’s degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or
An associate degree from an accredited college and three (3) years 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 four (4) years of satisfactory, full-time experience in a customer service or public information capacity; or
Education and/or experience equivalent to 1, 2, or 3 above.

Responsibilities

Monitor New York City Transit’s subway and bus services in real time to assess customer impact and ensure riders receive clear, accurate, and timely information.
Translate internal service‑change and operations updates into concise, customer‑facing messages written in plain language.
Quickly publish service updates across multiple customer communication channels, including the MTA website, the MTA app, third‑party apps, and in‑system screens.
Provide responsive, end‑to‑end customer support through the MTA app’s chat feature, including monitoring incoming inquiries, determining the appropriate response approach, and following up with customers as needed—even when resolution requires additional time or coordination.
Escalate urgent or emerging issues to operational teams and management when necessary to support rapid problem identification and resolution.
Work closely with partners in the Subway and Bus Operations Centers to help ensure customers receive near real‑time information about their service.
Identify opportunities to strengthen proactive communications, enhance clarity, and improve the overall customer experience across all NYCT modes.
Work in a 24/7 operational environment, with required availability for weekdays, overnights, weekends, and holidays.