Over 355 new jobs have been created within the Metropolitan Transportation Authority (MTA) following the signing of a new deal between the MTA and Transport Workers Union Local 100, New York City’s transit union. This deal called for the establishment of “customer service ambassadors”. These workers would patrol the train platforms, providing information and assistance to any travelers with questions or concerns and ideally providing customers with better service while earning better pay than station agent positions. These ambassadors would exclusively work at the busiest train stations, such as Grand Central and Penn Station, and would be equip with iPhones in order to provide up to date and accurate information regarding train schedules, etc. and in order to communicate with other ambassadors.
See "MTA, union deal will create hundreds of new ‘customer service ambassadors’", Danielle Furfaro, New York Post, November 15, 2017