In 2001, Matrix diversified their operations to include staffing of Customer Service Representatives. Since 2001, Matrix has provided NJ Transit with Customer Service Representatives at their Newark Airport Rail-Link Station. These Customer Service Representatives oversee and monitor passenger flow, assist customer airport operations management and provide routine customer assistance to the thousands of passengers each day that flow through the station.

This customer service project is fully outsourced to Matrix. Matrix is responsible for hiring, scheduling of employees and the day to day supervision of all the customer service representatives. In 2003, NJ Transit outsourced a similar function at the Secaucus Transfer Rail Station. Both the Newark Rail-Link Station and the Secaucus Transfer Station are staffed 24 hours a day, 365 days a year by Matrix employees. The Matrix Customer Service Representatives currently greet and assist over 5 million passengers annually.