Transit Customer Service Specialist (Evenings/Weekends)

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 77,000 - 105,000; Full time

Job summary

The Metropolitan Transportation Authority (MTA) is seeking a Customer Service Representative to assist the public with Long Island Railroad travel and ticket services. This full-time role requires delivering accurate information via phone, chat, and in-person interactions at 93-02 Sutphin Blvd, Jamaica, NY, with a Thur-Fri 8a-4p and Sat-Mon 2p-10p schedule.

Responsibilities include handling inquiries, processing refunds, updating CRM records, and guiding customers through rules, schedules and

Qualifications

• Must have excellent telephone etiquette.
• Familiar with CRM and supporting apps such as Lost & Found, MailRide, Ticket Refunds, and documentation of complaints.
• Willingness to wear a headset.
• Familiar with LIRR TrainTime and social media interfaces (Facebook, Twitter).

Responsibilities

• Answer incoming calls and chats; follow up on customer matters.
• Provide information on rules, rates, schedules, service status, and fare options.
• Handle refunds and ticket issues; escalate as needed.
• Document calls in the database; provide confirmation numbers for incidents.
• Respond to inquiries via LIRR social media platforms.

Skills

Telephone etiquette

CRM familiarity

Multi-channel communication

Headset use

Social media CSR

Tools

CRM system

MailRide

Ticket Refunds

Job description

The Metropolitan Transportation Authority (MTA) is seeking a Customer Service Representative to assist the public with Long Island Railroad travel and ticket services. This full-time role requires delivering accurate information via phone, chat, and in-person interactions at 93-02 Sutphin Blvd, Jamaica, NY, with a Thur-Fri 8a-4p and Sat-Mon 2p-10p schedule.

Responsibilities include handling inquiries, processing refunds, updating CRM records, and guiding customers through rules, schedules and