Transit Customer Service Specialist I & II, Full-time (Customer Service Representative)
Metropolitan Transportation Authority
$49.2k–$74.2k per year
New York, New York, 10001, United States
Full time
The Breakroom Take
- Great coworkers
- People enjoy this job
- Good employer
- Recommended by students
- Paid breaks
- Respectful managers
- Good training
- Learn new skills
- Uninterrupted breaks
About Metropolitan Transportation Authority
The Metropolitan Transportation Authority is a government agency responsible for public transportation in the New York City metropolitan area.
Job description from Metropolitan Transportation Authority
Position at MABSTOA
Job Information
Transit Customer Service Specialist I & II, Full-time (Customer Service Representative)
First date of Posting: 01/9/2026
Last date of Filing: 01/14/2026
Authority: TA/OA
Department: Customer
Division/Unit: Customer Services/Customer Contact Center
Location: 2 Broadway
Reports to: Associate Transit Customer Service Specialist/Staff Analyst
Hours of Work: Shift Hours; varied, including nights, weekends, and holidays.
Salary:
TA:
Transit Customer Service Specialist I (TA): $49,208 - $64,214
Transit Customer Service Specialist II (TA): $60,461 - $74,221
(New Hire Rate: $52,571)
OA:
Transit Customer Service Specialist I (OA): $50,381 - $65,744
(New Hire Rate: $43,808)
Transit Customer Service Specialist II (OA): $60,461 - $74,221
(New Hire Rate: $52,571)
Responsibilities
Under supervision, this position responds to customer calls in the New York City Transit Subways and Buses 511 Customer Contact Center which handles more than 1 million calls annually via 511. The incumbent must have the aptitude to learn and master multiple inter-agency systems and applications such as: Automated Travel Information System to provide customers with travel itineraries by subway, bus, and rail throughout the region; eFIX to assist customers in filing reduced fare and MetroCard claims; Cassie: Salesforce CRM: Cloud-based Customer Relationship Management (CRM) platform to assist customers who call with safety issues, commendations and complaints. In addition, you will be required to work between the OMNY and the 511 operations. The Customer Service Representative must enter this data into the CRM system for investigation and respond to customer inquiries. The Genesys Cloud:Web-based system allows Contact Center agents to perform inbound and outbound customer interactions by phone and chat, utilizing reference materials, or the smartbot. The incumbent will also use Interactive Voice Response (IVR) systems and collaborate with Lost & Found using the Chargerback tool to assist with setting appointments for found items.
Education and Experience
- A Bachelors degree from an accredited college; or
- An Associates degree from an accredited college and one (1) year 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 two (2) years of satisfactory, full-time experience as described in "2" above; or
- Education and/or experience equivalent to "1", "2" or "3" above.
Desired Skills
Knowledge of MTA subway and bus systems; excellent communications skills; customer service and sensitivity skills; keyboard proficiency - 40 words per minute; proficient in Microsoft Office Suite; proven call handling skills working in a fast-paced call center environment.
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 apply.
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What employees say
Pay
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Good
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Most people get paid breaks
Do workers at the Metropolitan Transportation Authority get paid breaks?
Yes. Most people get paid breaks.
How we know this
77% of people say they get paid breaks.Based on data from 87 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
Good jobs pay you for your break time.
You should get paid for all the time you’re at work, even when you’re on break.
Good
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Most people get paid when they’re sick
Does the Metropolitan Transportation Authority pay people when they’re sick?
Yes. Most people get paid when they’re sick.
How we know this
79% of people say they would get paid if they were sick but scheduled to work.Based on data from 106 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
Most US companies don’t have to pay you when you’re sick - only some states require it.
But we believe a good job should pay you when you can’t work because you’re sick. Everyone gets sick sometimes.
Good
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Most people don’t do unpaid extra work
Do workers at the Metropolitan Transportation Authority do extra work that they don't get paid for?
Rarely. Most people don’t do unpaid extra work.
How we know this
83% of people report that they don’t do extra unpaid work.Based on data from 89 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
You should be paid for all the work you do.
A good job pays you for every minute you spend working for your employer.
Hours and flexibility
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Needs improving
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Less than 4 weeks notice of work schedule
How far ahead of time do people find out their work schedule?
Most people find out their schedule less than four weeks ahead of time.
How we know this
- 59% of people with changing schedules find out their shifts one week or less ahead of time.
- 10% of people with changing schedules find out their shifts two weeks ahead of time.
- 2% of people with changing schedules find out their shifts three weeks ahead of time.
- 29% of people with changing schedules find out their shifts four weeks or more ahead of time.
Based on data from 59 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
We believe your workplace should tell you your schedule at least 4 weeks ahead of time.
You need to know when you’ll be working so you can plan your life and know how much money you’ll earn.
Good
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Most people don’t worry about their hours
Do workers at the Metropolitan Transportation Authority worry about hours?
Most people don’t worry about getting enough hours.
How we know this
91% of people report they don’t worry about getting enough hours.Based on data from 89 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good employer should give you the hours you need each week.
You shouldn’t have to struggle or beg for work time.
Okay
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Only some people can choose their shifts
Do the Metropolitan Transportation Authority workers get to choose the shifts they work?
Some people don’t get to choose which shifts they work.
How we know this
53% report that they don’t have enough control over which shifts they work.Based on data from 79 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Okay
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Can be hard to change shifts
How easy is it for the Metropolitan Transportation Authority workers to change shifts?
Some people find it hard to change shifts.
How we know this
61% of people report that it’s hard to change shifts if they need to.Based on data from 62 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good job works with your personal life.
It should be easy to change your schedule when you need to - both for emergencies and when you’re planning ahead.
Good
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Easy to get time off
How easy is it to get time off at the Metropolitan Transportation Authority?
Most people find it easy to get time off.
How we know this
75% of people report it’s easy to get time off.Based on data from 92 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good job should let you use your vacation time when you need it, and it shouldn’t be a hassle to arrange.
Good
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Schedules don’t get changed at the last minute
Do the Metropolitan Transportation Authority managers change schedules at the last minute?
Most managers don’t change people’s schedules at the last minute.
How we know this
91% of people say their manager doesn’t change their shift schedule at the last minute.Based on data from 91 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
If your bosses keep changing your schedule at the last minute, that shows they aren’t planning well.
Good jobs don’t switch your hours around without warning.
Good
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Most people find it easy to take sick days
How easy is it to take sick days at the Metropolitan Transportation Authority?
Most people find it easy to take sick days.
How we know this
83% of people report that it’s easy to take time off if they are sick.Based on data from 99 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
Everyone gets sick sometimes.
You should be able to stay home when you need to get better.
A good job should make it easy to take sick time and have clear steps for letting them know you’re sick.
Good
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Most students say it’s good
Is a Metropolitan Transportation Authority job good for students?
Most students say this is a good place to work if you’re studying.
How we know this
69% of students report this is a good place to work if you’re studying.Based on data from 13 people who took the Breakroom Quiz between January 2025 and December 2025.
Okay
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Only some parents say it’s good
Is working at the Metropolitan Transportation Authority good if you’re a parent or caregiver?
Only some parents and caregivers say this is a good place to work.
How we know this
61% of people who care for a child or other relative report this isn’t a good place to work.Based on data from 31 people who took the Breakroom Quiz between December 2024 and January 2026.
Why this matters
A good job should understand when you need to take care of your kids or help sick family members. Your work should respect your family needs.
Benefits
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Okay
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Only some people get separate paid time off for sick days and vacation
At the Metropolitan Transportation Authority, are sick days and vacation days separate paid time off?
Only some people have separate paid time off for sick days and vacation.
How we know this
34% of people say they have to use vacation days when they’re out sick.Based on data from 38 people who took the Breakroom Quiz between May 2025 and January 2026.
Why this matters
Getting sick isn’t a vacation.
You shouldn’t have to lose your time off just because you got sick or had a medical emergency.
A good job gives you separate sick days so you can rest and get better without losing your paid time off allowance.
Good
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Most people say they can afford the health insurance
Is the health insurance from the Metropolitan Transportation Authority cheap enough for their workers?
Most people say the health insurance costs are okay.
How we know this
95% of people say the health insurance costs are okayBased on data from 74 people who took the Breakroom Quiz between March 2025 and January 2026.
Why this matters
Everyone needs medical care sometimes, but it costs a lot.
A good job should offer health insurance that workers can actually afford.
Good
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Most people get paid time off
Do people get paid time off at the Metropolitan Transportation Authority?
Most people get paid time off work.
How we know this
78% of people say they get paid time off.Based on data from 51 people who took the Breakroom Quiz between May 2025 and January 2026.
Why this matters
Everyone needs time to rest and take care of life outside of work.
A good employer offers paid time off so their workers can choose when to have a break or go to appointments without worrying about losing pay.
Workplace
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Good
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Most people feel treated with respect
Do people at the Metropolitan Transportation Authority feel treated with respect by their managers?
Most people feel treated with respect by their managers.
How we know this
86% of people say they’re treated with respect by their managers.Based on data from 99 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
Your boss should treat you with respect.
No one at work should bully you or treat you unfairly.
If you have a problem, you should be able to talk to someone else who can help.
Good
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Most people get breaks without interruption
Do people at the Metropolitan Transportation Authority get to take their breaks without interruption?
Most people get breaks without interruption.
How we know this
74% of people report that they get to take their breaks without interruption.Based on data from 93 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
When you take a break it should be a proper rest. You should be able to do what you want to and not get pulled off it early.
Okay
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Some people are stressed out
Is it stressful to work at the Metropolitan Transportation Authority?
Some people feel stressed out here.
How we know this
56% of people say they often feel stressed out at work.Based on data from 100 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
Work can be hard sometimes, but you shouldn’t feel stressed all the time.
Your boss should make sure there are enough people and resources to get the work done without feeling overwhelmed.
Good
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Most people enjoy their job
Do people at the Metropolitan Transportation Authority enjoy their jobs?
Most people enjoy their job.
How we know this
84% of people report they enjoy their job.Based on data from 95 people who took the Breakroom Quiz between January 2025 and January 2026.
Good
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Most people recommend their team
Do people at the Metropolitan Transportation Authority recommend working with their team?
Most people recommend working with their team.
How we know this
67% of people report that they would recommend working with their immediate team to a friend.Based on data from 110 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
The people you work with every day are important. They can make the difference between a bad day and a good one.
Good
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Most people get enough training
Do people get enough training when they start at the Metropolitan Transportation Authority?
Most people got enough training when they started.
How we know this
75% of people report they got enough training when they started working here.Based on data from 102 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good job should train you well from your first day, not just throw you into the deep end.
Nobody can do their job well without proper training at the start.
Good
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Most people get support to advance
Do people get support to advance at the Metropolitan Transportation Authority?
Most people are given support to advance their career here.
How we know this
In the last year, 67% of people report being given support to advance their career here.Based on data from 98 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good job should help you grow, if you want to.
This could mean getting better at your current job, learning new things, becoming a team leader, or taking on more duties.
This helps you build skills and earn more money.
Needs improving
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Headquarters doesn't understand what's happening
Do people think the Metropolitan Transportation Authority’s headquarters understands what’s happening where they work?
Most people think headquarters doesn’t understand what’s happening where they work.
How we know this
72% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.Based on data from 97 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
In a good job, the people running the organization should support the workers who do the hands-on work.
To do this well, they need to know what’s really happening at each location.
This is extra important when an organization has many different sites.
Okay
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Only some people feel well informed by headquarters
Do workers feel well informed about how the Metropolitan Transportation Authority is doing?
Only some people feel well informed about how the company is doing.
How we know this
39% of people feel that they aren’t kept well informed about how the company is doing as a whole.Based on data from 99 people who took the Breakroom Quiz between January 2025 and January 2026.
Why this matters
A good employer shares news with all its workers.
You should know how your employer is doing - both the good news and the problems.
Managers should keep you updated about what’s happening.
What the Metropolitan Transportation Authority employees say about their job
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Best thing
The pay and benefits
Worst thing
It can be dangerous working underground in the subway station with the public
Employee at the Metropolitan Transportation Authority, April 2025
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Best thing
A lot of down time
Worst thing
No overtime and the work schedule
Inspector at the Metropolitan Transportation Authority, March 2025
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