Transit Customer Support Specialist I/II

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 49,000 - 74,000; Full time

Job summary

Metropolitan Transportation Authority (MTA) in New York City is seeking a Transit Customer Service Specialist I & II to handle high-volume calls in the 511/OMNY channels, provide travel information, and log interactions in the CRM. The role requires learning inter-agency systems and offering courteous, accurate service.

The position emphasizes reliability in a busy contact center, with training on tools like eFIX, Cassie, and Genesys Cloud.

Qualifications

• Bachelors degree or equivalent combination of education and experience.
• Minimum one year of customer service or public information experience for some tracks.
• Experience with CRM or contact-center systems preferred.

Responsibilities

• Respond to customer calls for NYC Transit 511 and OMNY operations.
• Enter data into CRM and assist with travel information via multiple systems.
• Support inquiry handling, investigations, and quality control in a fast-paced center.

Skills

MTA system knowledge

Communication skills

Customer service

Typing 40 wpm

MS Office

Call handling

Education

Bachelor's degree

Associate degree + 1 year experience

High school diploma + 2 years experience

Education/experience equivalency

Job description

Metropolitan Transportation Authority (MTA) in New York City is seeking a Transit Customer Service Specialist I & II to handle high-volume calls in the 511/OMNY channels, provide travel information, and log interactions in the CRM. The role requires learning inter-agency systems and offering courteous, accurate service.

The position emphasizes reliability in a busy contact center, with training on tools like eFIX, Cassie, and Genesys Cloud.