NEW YORK — The Metropolitan Transportation Authority (MTA) opened its first dedicated customer service center in the subway system at Coney Island-Stillwell Av on Tuesday.
The inaugural center includes an agent window with OMNY functionality, digital monitors displaying service status updates, MetroCard vending machines and online kiosks for customers to access MTA websites.
Coney Island-Stillwell Av is one of three customer service centers opening Tuesday along with Atlantic Av-Barclays Center and 161 St-Yankee Stadium, providing access to 10 different subway lines at the stations. In the remainder of 2023, an additional twelve customer service centers will open across the five boroughs, according to the MTA.
These centers will provide services that have historically been provided exclusively at 3 Stone Street in Lower Manhattan. The centers will be comprised of repurposed booths and new retail outlets and will feature improved accessibility, OMNY technology, and a dedicated, more customer-friendly visual presentation through new lighting, branded wrap, and canopies.
“I was blown away when I found out that many transactions could only be done at the Stone Street facility next to the MTA headquarters in Lower Manhattan,” said MTA Chairman and CEO Janno Lieber. “That may be convenient for MTA staff, but it’s not for our customers. We are determined to bring the service closer to passengers in all districts and opening the first 15 customer service centers is a big step in that direction.”
The MTA and Transportation Workers Union (TWU) Local 100 announced the customer service centers in December. The call center model is based on the Authority and TWU’s announcement of the enhanced station agent role, with station agents supporting customers’ needs outside the stand.
The customer service centers will be staffed by station agents as part of the enhanced feature and will be located within the physical facilities of the metro stations, either through new built spaces or repurposed station booths.
“Bringing service to the stations riders use every day is a physical demonstration of New York City Transit’s North Star commitment to customer experience,” said NYC Transit President Richard Davey. “Modern, welcoming and accessible Customer Service Centers will provide real benefits to passengers, especially as we continue to transition to OMNY.”
Station agents working in the customer service centers will be able to help customers switch to OMNY, including reduced fare customers, and will soon be providing applications for the reduced fare program.
In addition, the customer service centers will provide information on how to file complaints, receive updates and information about travel delays, and act as a resource to help find your way through the transit system.
“The customer service centers are a game changer for the more than one million Reduced Fare customers throughout New York City,” said Quemuel Arroyo, MTA Director of Accessibility. “As reduced fare riders continue to switch to the convenience of touch-and-go with OMNY, these hubs will bring many of the vital in-person services previously available at 3 Stone St and Mobile Sales Vans to more neighborhoods where they live and travel. the clients”.
Agents at the centers will receive dedicated training on OMNY equipment, as well as dedicated customer service functions that will be provided at these locations, which will be staffed by station agents 24/7.
Additional centers will open in 2023 at the following stations, according to the MTA:
- St. George (SIR)
- 34 St–Penn Station (1, 2, 3)
- Flushing–Main St (7)
- Fulton St (2, 3, 4, 5, A, C, J, Z)
- Myrtle–Wyckoff Avs (L, M)
- 74 St–Jackson Heights–Roosevelt Av (7, E, F, M, R)
- E 180 St (2, 5)
- 125 St (4, 5, 6)
- Fordham Rd (4)
- Times Square–42 St (1, 2, 3, 7, N, Q, R, W, S)
- Sutphin Blvd–Archer Av–JFK Airport (E, J, Z)
- 168 St (1, A, C)