Research Analyst, Emerging Talent Internship (Summer)

Position at MABSTOA

Department: Department of Paratransit, New York City Transit

Location: 33-00 Northern Blvd 8th Floor Long Island City NY 11101

Position Title: Research Analyst, Emerging Talent Intern (Summer)

Hourly Rate: $19.00 (Undergraduate) or $21.00 (Graduate student)

All internship positions are onsite and require regular, in-person attendance at the designated work location.

OVERVIEW OF DEPARTMENT:

The Customer Relations Unit ensures that the Department of Paratransit responds in an appropriate and timely manner to the complaints, commendations, inquires and requests that are submitted about Access-A-Ride Paratransit. The intern will help manage customer complaints and maintain responsiveness, respond to inquiries and track common issues to inform service improvements. Additionally, we are currently in the process of some technology transition, the intern will assist with documentation, testing, and user feedback collection.

RESPONSIBILITIES:

• Help manage customer complaints and maintain responsiveness
• Audit and update customer communication templates for clarity, consistency, and accessibility
• Respond to inquiries and track common issues to inform service improvements
• Provide flexible support for emerging needs and department initiatives
• Review and resolution of customer complaints
• Research and handle commendations
• Assist with duplication of customers in the database
• Assist with daily management reports

PROJECTS:

• Operational Support

• Audit and update customer communications templates for clarity, consistency and accessibility

• Provide flexible support for emerging needs and department initiatives

REQUIRED QUALIFICATIONS:

• Proficiency in Microsoft Office Suite and/or comparable PC applications is a must.

• The candidate should possess organizational, presentation, time-management, problem-solving, and decision-making skills.

• The candidate should have a keen eye for detail and be able to work independently while being an active team player.

• The candidate should be able to maintain and protect confidentiality.

• Project Management, Research Skills, and Adherence to deadlines.

REQUIRED EDUCATION:

• Matriculated in an undergraduate program in good standing with at least a 2.5 GPA or in a graduate program in good standing with at least 2.8 GPA

• Major(s) Preferred: Data Science, Business Analytics, Liberal Arts, Communications, or related

All applicants must be authorized to work in the United States at the time of application. Students' transcript must be submitted.

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.