Transit Customer Experience & Insights Specialist

MTA Headquarters; United States; On-site; USD 67,000 - 110,000; Full time

Job summary

Associate Transit Customer Service Specialist is based at MTA Headquarters in New York. The role focuses on monitoring customer inquiries about NYC Transit and OMNY, categorizing issues, and delivering accurate, timely responses across channels.

You will analyze customer data, build dashboards, and ensure CRM quality while collaborating with multiple teams to improve service quality and policy. Some weekend work and flexible evenings are required.

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 intake queues, review categorization of customer feedback, and provide timely replies to inquiries.
• Analyze data from multiple channels and develop reports and dashboards to identify trends and monitor KPIs.
• Collaborate with other teams to address customer concerns and improve service quality.
• Support outreach events and assist the Deputy Chief with organizational tasks as needed.
• Other duties as assigned.

Skills

CRM software

Salesforce

Social media

Power BI

Tableau

Analytical skills

Verbal and written communication

Multitasking

Education

Bachelor's degree + 2 years experience

Associate degree + 3 years experience

High school diploma + 4 years experience

Education/experience equivalent

Tools

Salesforce

Power BI

Tableau

Job description

Associate Transit Customer Service Specialist is based at MTA Headquarters in New York. The role focuses on monitoring customer inquiries about NYC Transit and OMNY, categorizing issues, and delivering accurate, timely responses across channels.

You will analyze customer data, build dashboards, and ensure CRM quality while collaborating with multiple teams to improve service quality and policy. Some weekend work and flexible evenings are required.