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Fares Call Center Representative
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Job Title: Fare Call Center Representative Duration: 12 months (Possible extension) Location: Boston, MA 02116 (Hybrid) Availability: Availability to work shifts Monday-Friday, between 6:15 AM-8:00 PM, and Saturday-Sunday, 8:00 AM-4:00 PM. Summary: As a Fare Call Center Representative, you will provide information and assistance to customers through various communication channels, including telephone, email, letter, chat, text, and web-based forms. Your role involves resolving issues related to fares and Charlie Cards, and you will work in a flexible/hybrid environment. Duties & Responsibilities Handle escalated fare-related issues from the Call Center, including complex problems and difficult customers. Research and investigate customer issues using the Customer Administration Tool (CAT). Apply appropriate solutions using the CAT tool to resolve customer issues. Assist customers with the registration of Charlie Cards. Be knowledgeable about MBTA policies and Fare Tariff. Communicate the progress of issue resolution verbally or in writing. Provide timely and accurate responses to customer issues, tracking them from receipt to completion using the CAT and the MBTA Customer Relations Management System (IRIS/HEAT). Collaborate with MBTA departments to research and resolve issues promptly. Respond to customers with resolutions via letter, phone, text, chat, or email. Use CRM (IRIS/HEAT) to document issues and inquiries properly, ensuring they are routed to the appropriate departments. Identify trends in fares, employee service, and maintenance issues, and report them to the relevant departments. Report escalated fare and pass issues to the Manager. Understand training materials, enforcement policies, rules, regulations, and safety directives. Maintain a high level of organization and attention to detail. Be available to work all assigned shifts and/or locations. Complete and pass the required training program by the end of the probation period. Perform other duties and projects as assigned. Requirements High school diploma or GED with three (3) years of experience in customer service, handling high call volumes. Effective organizational, time management, analytical, and multi-tasking skills. Strong personal and problem-solving skills, demonstrating patience, tact, diplomacy, respect, impartiality, and ethics. Excellent customer service, conflict resolution, reading, writing, speaking, and comprehension skills in English and/or Spanish. Proficiency in using Word, Excel, or Database Applications. An associate degree from an accredited institution with one (1) year of related service. Previous experience in a call center environment. Highly Desired 3+ years of call center experience. Bilingual skills. Knowledge of MBTA Transit Systems (e.g., Customer/Rider) is a plus. #J-18808-Ljbffr
