Customer Relations, Emerging Talent Intern
Metropolitan Transportation Authority
New York, NYFresher1h agovia LinkedIn
About the Role
The Customer Relations, Emerging Talent Intern will support key operational and customer-experience initiatives across the organization, focusing on enhancing service quality, improving internal documentation, and supporting technology implementation.
Key Responsibilities
- Enhance Genesys Cloud Knowledge Base articles by rewriting, organizing, and adding visual elements.
- Review existing documentation to identify gaps, outdated content, and opportunities for improved agent support.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.
- 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.
Projects
- Genesys Cloud - Improve Knowledge Base Articles: Aim to use visual elements to transform dry documentation into highly engaging resources.
- RideCo - Paratransit Technology system implementation: Assist the Reservation Director with various project agenda items.
- Call Center Training material enhancement - To create training material that drives real agent engagement and dramatically improves information retention.
Requirements & Tech Stack
- Proficiency in Microsoft Office Suite.
- Organizational skills.
- Analytical skills.
- Communication skills.
- Ability to work well under pressure.
- Ability to prioritize tasks effectively.
- Keen eye for detail.
- Ability to work independently.
- Active team player.
Qualifications
- Matriculated in a graduate program in good standing with at least a 2.8 GPA.
- Preferred Major(s): Project Management, Information Technology, Communications, Business Administration, Computer Science, Training and Development, or related field.
- Must be authorized to work in the United States.
- Students’ transcript must be submitted.