What is the primary role of the MTA's customer service representatives?

The primary role of the MTA's customer service representatives is to assist passengers with inquiries and resolve issues. These representatives serve as a critical point of contact for commuters, providing vital information about routes, schedules, fares, and service disruptions. They help enhance the passenger experience by answering questions, addressing concerns, and offering solutions to problems that travelers may encounter while using MTA services. By focusing on customer interactions, they contribute significantly to the overall service quality and satisfaction of the riding public. This role is essential for fostering positive experiences and building a rapport between the MTA and its users.