Call Center Representative

Client: Fortune 500

Title: Fares Call Center Representative

Location: Quincy, MA (Hybrid)

Duration: 06 Months (Extension Possible)

Schedule: Mon – Fri; 06:15 AM – 08:00 PM and Sat – Sun; 08:00 AM – 4:00 PM EST

Pay Rate: $29/hr on W2

Responsibilities:

·         Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms.

·         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 client’s 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 Customer Relations Management System (IRIS/HEAT).

·         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.

Qualifications:

·         A high school diploma or GED with three (3) years’ experience in customer service responding to high call volume of customer inquiries.

·         Excellent customer service, conflict resolution, reading, writing, speaking and comprehension skills in English and /or Spanish.