The MTA on Tuesday unveiled the first of its new 'customer service centers,' set to replace token booths but with an expanded footprint aimed at enhanced local customer service.
in the 1990s, falling further to the wayside as the internet became ubiquitous. Last year, the MTA and Transport Workers Union Local 100 reached an agreement to transform the role of the station agent, leaving the booth to provide more direct customer service, while retaining the jobs of the clerks.
Javier Loaiza, a Staten Island resident and three-year MTA token booth clerk, is excited for the revamped role, where instead of sitting in a booth for his whole shift, he’ll spend part of it on-the-go assisting riders. “I look forward to it,” Loaiza told amNewYork Metro. “Now it’s gonna be more hands-on, where we’re gonna be outside the booth, as opposed to inside the booth for the whole eight hours. Now we’re gonna have outside contact with the customers.”Photo by Ben Brachfeld
For Debra Greif, a Sheepshead Bay resident and longtime advocate for straphangers with disabilities, the centers are a welcome relief from the perilous, and frequently inaccessible, journey to lower Manhattan for customer service. “I’m very happy because it means I don’t have to go down to Stone Street,” said Greif. “Now I can just come here with money or a debit card.”
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