NYC subway station agents to come out of the booths, take on customer service role

MTA station agents will leave their booths Thursday, the first day of a systemwide effort to make customer service more accessible in the city’s subway stations.

Station agents first ventured outside the ticket booths last month at the first three MTA customer service centers in Brooklyn and the Bronx.

Now straphanger assistance outside the booth will become the norm, NYC Transit President Richard Davey said Tuesday.

“All 2,200 of our station agents will be permanently out of the booths to provide customer service at all of our subway stations across the system,” Davey said.

Booths will remain in stations as places where station agents can take breaks or report any issues to headquarters.

“But the expectation is that the agents will spend the vast majority of their time out in the fare-array — close to the booth, but outside the booth,” Davey said.

“If you’re not a New Yorker, this can be a complicated system,” he added. “Being able to provide that sort of hands-on, direct customer service is going to be important.”

The MTA also announced the opening of three additional customer service centers Tuesday, where riders can have MetroCards replaced, apply for reduced-fare programs, or get assistance with the new OMNY method of paying fares.

Those centers are now open at the Fulton St. station in downtown Manhattan, the Jackson Heights-Roosevelt Ave. station in Queens, and the Myrtle-Wyckoff station on the Brooklyn-Queens border.

“Customers no longer have to travel down to lower Manhattan to access basic services,” the agency’s acting chief customer officer Shanifah Rieara said.

Prior to the opening of the service centers in February, riders with MetroCard issues or seeking reduced fares would have to make their way to the MTA’s lower Manhattan headquarters on Stone St.

Last month, Robert Kelley — vice president of stations for TWU Local 100, which represents subway workers — lauded the opening of the three additional service centers Tuesday in a statement issued by the MTA, noting that the union was involved in developing the program.

“We are happy with how they are working out,” he said.

Six more customer service centers are to open before the year’s end, an MTA spokesperson said Tuesday.

In addition to increased customer service, the centers are part of the MTA’s push to move straphangers away from pre-paid MetroCards and towards the app-based OMNY system.

“Marketing our OMNY system is going to be a big part of what our agents are doing,” Davey told reporters Tuesday. “Over 40% of our customers on subways are using OMNY on a daily basis.”

The OMNY system — slated to replace MetroCards by next year — encourages riders to pay for fares with smart devices or tap-to-pay enabled credit and debit cards.

Pre-paid OMNY cards, which function similarly to MetroCards, are available for purchase at third-party retailers throughout the city.

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