Customer Relations, Emerging Talent Intern (Spring)

Metropolitan Transportation Authority • Long Island, NY

9d • Onsite

About The Position

The Customer Relations, Emerging Talent Intern (Spring) position at MABSTOA, within the Paratransit Department, is an onsite role requiring a minimum of 20 hours per week. The intern will support key operational and customer-experience initiatives, focusing on enhancing service quality, improving internal documentation, and supporting technology implementation. This role involves working with the Genesys Cloud Knowledge Base, assisting with the RideCo paratransit technology implementation, and contributing to the development of call center training materials.

Requirements

• Proficiency in Microsoft Office Suite is a must.
• Possess organizational, analytical and communication skills.
• Able to work well under pressure and prioritize tasks effectively.
• Keen eye for detail and able to work independently while being an active team player.
• Matriculated in a graduate program in good standing with at least 2.8 GPA.
• Authorized to work in the United States at the time of application.
• Students' transcript must be submitted.

Nice To Haves

• Major(s) Preferred: Project Management, Information Technology, Communications, Business Administration, Computer Science, Training and Development, or related field.

Responsibilities

• Enhance Genesys Cloud Knowledge Base articles by rewriting, organizing, and adding visual elements to improve clarity and usability.
• Review existing documentation to identify gaps, outdated content, and opportunities for improved agent support.
• Collaborate with call center leaders to understand common agent pain points and incorporate solutions into updated resources.
• Assist the Reservation Director with key tasks related to the RideCo paratransit technology implementation, including agenda preparation and follow-up items.
• Help monitor project milestones, capture progress updates, and track action items for the RideCo implementation.
• Support the development of updated call center training materials that improve agent engagement and information retention.
• Work with subject-matter experts to ensure training content is accurate, relevant, and aligned with operational needs.
• Prepare visual aids, job aids, and quick-reference material that reinforce learning and enhance agent performance.

What This Job Offers

• Job Type: Part-time
• Career Level: Intern