Job Title: Fares Call Center Representative
Location: Quincy, MA, 02171(Flexible/Hybrid)
Type: 6 months contract (Potential for Extension)
Shift: Monday-Friday, 6:15am-8:00pm and Saturday-Sunday, 8:00am-4:00pm.
Job Summary
Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. This includes resolving issues related to fares and Charlie Cards. This role is flexible/hybrid.
Duties & Responsibilities
- Handle escalations from the Call Center regarding complex issues or difficult customers involving fare related issues.
- Research and investigate customer issues using the Customer Administration tool (CAT).
- Apply the appropriate solutions in the CAT tool to resolve customer issues.
- Assist customers with registration of Charlie cards.
- Responsible for knowing MBTA policies and Fare Tariff.
- Communicate verbally or in writing the progress of issue resolution.
- Provide customers with timely and accurate responses to issues by tracking issues from receipt to completion using the Customer Administration Tool (CAT) and the MBTA Customer Relations Management System (IRIS/HEAT).
- Work with MBTA departments to research and resolve issues in a timely manner.
- Respond to customers with a resolution via letter, phone, text, chat or email.
- Utilize CRM (IRIS/HEAT) to ensure issues and inquiries are documented properly and routed to the appropriate departments for resolution.
- Identify trends in fares, employee, service, and maintenance issues and report to the appropriate departments.
- Reports to the Manager escalated issues related to fares and passes.
- Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
- Highly organized and detail oriented.
- Be available to work all shifts and/or locations as assigned or directed.
- Ability to complete and pass required training program by the end of the probation period.
- Performs all other duties and projects that may be assigned.
Minimum Requirements & Qualifications
- A high school diploma or GED with three (3) years’ experience in customer service responding to high call volume of customer inquiries.
- Effective organizational, time management, analytical and multi-tasking skills.
- Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
- Excellent customer service, conflict resolution, reading, writing, speaking and comprehension skills in English and /or Spanish.
- Be available to work shifts Monday-Friday, between the hours of 6:15AM-8:00PM and Saturday-Sunday, 8:00AM-4:00PM.
- Ability to use Word, Excel, or Database Applications.
Substitutions
- An associate’s degree from an accredited institution with one (1) year related service.
- Preferred Experience and Skills
- Previous experience in a call center environment.
- Candidates with bilingual and/or multi-lingual skills.
- Knowledge of the MBTA system and experience riding the MBTA a plus.
Required / Desired Skills/ Skill Required / Desired Amount of Experience
- Call Center Experience Required
- Bi-Lingual Highly desired
