Transit Customer Experience & Data Insights Associate

Metropolitan Transportation Authority

New York (NY)

On-site

USD 70,000 - 109,000

Full time

2 days ago

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Job summary

Metropolitan Transportation Authority (MTA) is seeking an Associate Transit Customer Service Specialist to deliver world-class customer care for NYC Transit subscribers across subways and buses, including OMNY inquiries. You will monitor inquiries via multiple channels, categorize feedback, and provide timely, accurate responses while collaborating with internal teams.

The role emphasizes strong written and verbal communication, data analysis, and the ability to handle multiple projects with

Qualifications

A bachelor’s degree from an accredited college and two years of satisfactory full-time experience in a customer service or public information capacity; or
An associate degree from an accredited college and three 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 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 intake queues and ensure correct categorization of feedback.
Determine best responses to resolve customer issues and address concerns.
Analyze data from multiple channels to develop reports and dashboards on customer feedback.
Adhere to CRM quality control protocols to maintain data integrity.
Assist in organizing in-person outreach events to meet NYC Transit leadership.