New Agreement Gives Raises to Station Agents Who Become Customer Service Ambassadors

NOVEMBER 15 -- Local 100 President Tony Utano has signed an agreement with management that protects jobs and gives raises to station agents who volunteer to be Customer Service Ambassadors. Station Agents who pick to become Customer Service Ambassadors, a new job title, will receive at least $1 more an hour in pay. The MTA will then fill those vacated booth positions. It also will not reduce the number of Platform Controllers or change their duties, the agreement for the one-year pilot program states.

“This is an important agreement that benefits both workers and riders,” Utano said. “Riders will get better customer service and our members will get access to new, better-paying jobs.” Up to 355 Ambassadors will move about stations with digital devices to help riders with directions, service changes and provide real-time train information. The MTA Board last month awarded Cubic Transportation Systems a contract to phase in a new fare-payment system with digital technology. The “contactless” system is expected to include riders paying at turnstiles with devices like iPhones.

The increasing reliance on technology is one of the reasons the pact negotiated and signed by Utano is so important, Derick Echevarria, Vice President of Stations, said. “It creates new jobs and moves us forward with technology,” Echevarria said. MTA officials said they envision the phase-out of the MetroCard to take until 2023. The agreement also states that “as technological advancements and improvements to the NYC subway system are implemented the parties will continue their ongoing discussions to preserve the jobs of Station Agents and to integrated job functions of the Station Agents with the improved technology to support an overall enhanced customer experience.”