Fares Call Center Representative 732254

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.