JobTitle: Fares Call Center Representative
Duration: 2 Month(Possibility ofextension)
Location: BostonMA 02116
JobSummary
Provides information andassistance to customers via telephone email letter chat text andwebbased forms. This includes resolving issues related to fares andCharlie Cards. This role is flexible/hybrid.
Duties &Responsibilities
* Handleescalations from the Call Center regarding complex issues ordifficult customers involving fare related issues.
* Research and investigate customer issues using theCustomer Administration tool (CAT).
* Apply theappropriate solutions in the CAT tool to resolve customerissues.
* Assist customers with registration ofCharlie cards.
* Responsible for knowing clientpolicies and Fare Tariff.
* Communicate verballyor in writing the progress of issue resolution.
* Provide customers with timely and accurate responses toissues by tracking issues from receipt to completion using theCustomer Administration Tool (CAT) and the Client CustomerRelations Management System (IRIS/HEAT).
* Workwith Client departments to research and resolve issuespromptly.
* Respond to customers with aresolution via letter phone text chat or email.
* Utilize CRM (IRIS/HEAT) to ensure issues and inquiriesare documented properly and routed to the appropriate departmentsfor resolution.
* Identify trends in faresemployee service and maintenance issues and report to theappropriate departments.
* Reports to theManager escalated issues related to fares and passes.
* Ability to read and understand training materialsenforcement policies rules and regulations and safetyrules/directives.
* Highly organized anddetailoriented.
* Be available to work allshifts and/or locations as assigned or directed.
* Ability to complete and pass the required trainingprogram by the end of the probation period.
* Performs all other duties and projects that may beassigned.
MinimumRequirements & Qualifications
* A high school diploma or GED with three (3) yearsexperience in customer service responding to high call volume ofcustomer inquiries.
* Effective organizationaltime management analytical and multitasking skills.
* Strong personal and problemsolving skills to beinformative patient tactful diplomatic respectful unbiased andethical.
* Excellent customer service conflictresolution reading writing speaking and comprehension skills inEnglish and /or Spanish.
* Be available to workshifts MondayFriday between the hours of 6:15 AM8:00 PM andSaturdaySunday 8:00AM4:00PM.
* Ability to useWord Excel or Database Applications.
Substitutions:
* An associates degree from an accredited institution withone (1) year related service.
Preferred Experience andSkills:
* Previousexperience in a call center environment.
* Candidates with bilingual and/or multilingualskills.