Associate Transit Customer Service Specialist Series (Customer Services)
- Metropolitan Transportation Authority
- New York, New York
- Full Time
Associate Transit Customer Service Specialist Series (Customer Services)
Job ID: 12840
Business Unit: MABSTOA
Location: New York, NY, United States
Regular/Temporary: Regular
Department: NYC Transit Authority
Date Posted: Aug 26, 2025
Description
Job Information
Job Title: Associate Transit Customer Service Specialist Series (Customer Services)
First date of posting: 8/26/2025
Last date of posting: 08/31/2025
Authority: OA / TA
Department: Communications
Division/Unit: Customer Services
Reports To: Director, MTA Communications
Work Location: 2 Broadway, Manhattan
Hours of Work: Various
Candidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified
candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your
resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
www1.nyc.gov/site/dcas/employment/55-a-program.page
Overview
We're building a team of energetic front-line employees to reimagine the customer experience for the more than 8million people that we move each day. If you get excited about making sure our customers' needs and expectations are satisfied - this role may be for you. New York City Transit is looking for expert communicators to provide world-class customer care for the millions of people we move each day. In this role, you will be responsible for monitoring intake queues, agent telephone calls, and attending in- person customer-centered events such as Transit Talk. You are expected to have strong verbal, written, and interpersonal skills, a positive attitude, and an eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends. The desk supervisor works in the New York City Transit Customer Contact Center, which handles more than 1 million calls annually regarding transit travel, reduced fare, commendations, complaints, and MetroCard information via 511 telephone and in-system Help Point intercoms. The desk supervisor is the unit's quality control coordinator, responsible for collecting test call data from contact center supervisors and preparing management reports analyzing test calls for quality and customer courtesy. This supervisor will also investigate customer complaints and recommend corrective actions. They are responsible for creating agent content for on- screen guidance to support a first call resolution strategy. In addition, you will be required to work between the OMNY and the 511 operation.
Compensation
Associate Transit Customer Service Specialist 1 (OA) - $64,104 - $82,824
Associate Transit Customer Service Specialist 2 (OA) - $72,164 - $ 93,600
(Represented by TWU Local 100)
Associate Transit Customer Service Specialist 1 (TA) - $66,998 - $86,564
Associate Transit Customer Service Specialist 2 (TA) - $87,993 - $109,635
Associate Transit Customer Service Specialist 2 - OP (TA) - $74,476 - $96,603
(Represented by NYCT-DC37)
NOTE: TA employees must be permanent in the Associate Transit Customer Service Specialist title in order to be considered or be reachable on the Associate Transit Customer Service Specialist Series civil service list when established.
Responsibilities
The selected candidate will monitor New York City's subway and bus services in real-time to determine customer impact, translate internal service change messages into customer facing communications and quickly publish to multiple channels, monitor social chatter, determine the best approach for individual customer queries, and respond accordingly, in plain language (non-jargon) and with a conversational tone. The selected candidate will also escalate urgent issues to operations staff and senior leadership as needed, manage customer queries from start to finish, which may require follow up days later, seek opportunities for improving proactive service communications, brand building, and storytelling for all NYCT services. The selected candidate must be able to and available to work in a 24/7 environment that includes weekdays, overnight shifts, weekends and/or holidays as required.
Education and Experience
A 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.
Special Note:
To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above.
Desired Skills
Quick and critical thinking. This role requires you to use good judgment managing multiple issues with varying degrees of complexity each day.
Experience in social content development, community management, or social media strategy, or ideally, all three.
Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging.
Ability to multitask and balance competing priorities efficiently.
High attention to detail and organizational skills.
Ability to operate quickly and efficiently in a high-pressure environment.
A strong understanding of the MTA subway and bus network, or the ability to quickly acquire this knowledge.
Ability to work independently with little oversight as well as perform well in a team environment.
Flexible worker who collaborates well with peers and fosters a positive workplace.
Exceptional listening, writing, and verbal communications skills.
Service-minded and empathetic to customer experience.
Other Information
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the Commission).
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to .
Job ID: 12840
Business Unit: MABSTOA
Location: New York, NY, United States
Regular/Temporary: Regular
Department: NYC Transit Authority
Date Posted: Aug 26, 2025
Description
Job Information
Job Title: Associate Transit Customer Service Specialist Series (Customer Services)
First date of posting: 8/26/2025
Last date of posting: 08/31/2025
Authority: OA / TA
Department: Communications
Division/Unit: Customer Services
Reports To: Director, MTA Communications
Work Location: 2 Broadway, Manhattan
Hours of Work: Various
Candidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified
candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your
resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
www1.nyc.gov/site/dcas/employment/55-a-program.page
Overview
We're building a team of energetic front-line employees to reimagine the customer experience for the more than 8million people that we move each day. If you get excited about making sure our customers' needs and expectations are satisfied - this role may be for you. New York City Transit is looking for expert communicators to provide world-class customer care for the millions of people we move each day. In this role, you will be responsible for monitoring intake queues, agent telephone calls, and attending in- person customer-centered events such as Transit Talk. You are expected to have strong verbal, written, and interpersonal skills, a positive attitude, and an eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends. The desk supervisor works in the New York City Transit Customer Contact Center, which handles more than 1 million calls annually regarding transit travel, reduced fare, commendations, complaints, and MetroCard information via 511 telephone and in-system Help Point intercoms. The desk supervisor is the unit's quality control coordinator, responsible for collecting test call data from contact center supervisors and preparing management reports analyzing test calls for quality and customer courtesy. This supervisor will also investigate customer complaints and recommend corrective actions. They are responsible for creating agent content for on- screen guidance to support a first call resolution strategy. In addition, you will be required to work between the OMNY and the 511 operation.
Compensation
Associate Transit Customer Service Specialist 1 (OA) - $64,104 - $82,824
Associate Transit Customer Service Specialist 2 (OA) - $72,164 - $ 93,600
(Represented by TWU Local 100)
Associate Transit Customer Service Specialist 1 (TA) - $66,998 - $86,564
Associate Transit Customer Service Specialist 2 (TA) - $87,993 - $109,635
Associate Transit Customer Service Specialist 2 - OP (TA) - $74,476 - $96,603
(Represented by NYCT-DC37)
NOTE: TA employees must be permanent in the Associate Transit Customer Service Specialist title in order to be considered or be reachable on the Associate Transit Customer Service Specialist Series civil service list when established.
Responsibilities
The selected candidate will monitor New York City's subway and bus services in real-time to determine customer impact, translate internal service change messages into customer facing communications and quickly publish to multiple channels, monitor social chatter, determine the best approach for individual customer queries, and respond accordingly, in plain language (non-jargon) and with a conversational tone. The selected candidate will also escalate urgent issues to operations staff and senior leadership as needed, manage customer queries from start to finish, which may require follow up days later, seek opportunities for improving proactive service communications, brand building, and storytelling for all NYCT services. The selected candidate must be able to and available to work in a 24/7 environment that includes weekdays, overnight shifts, weekends and/or holidays as required.
Education and Experience
A 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.
Special Note:
To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above.
Desired Skills
Quick and critical thinking. This role requires you to use good judgment managing multiple issues with varying degrees of complexity each day.
Experience in social content development, community management, or social media strategy, or ideally, all three.
Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging.
Ability to multitask and balance competing priorities efficiently.
High attention to detail and organizational skills.
Ability to operate quickly and efficiently in a high-pressure environment.
A strong understanding of the MTA subway and bus network, or the ability to quickly acquire this knowledge.
Ability to work independently with little oversight as well as perform well in a team environment.
Flexible worker who collaborates well with peers and fosters a positive workplace.
Exceptional listening, writing, and verbal communications skills.
Service-minded and empathetic to customer experience.
Other Information
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the Commission).
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to .
Job ID: 490917183
Originally Posted on: 8/27/2025
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