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Customer Service Representative

2 months ago

Jersey City, New Jersey, United States Enlightened, Inc. Full time
Job Title: Customer Service Representative

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Enlightened, Inc. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers through various communication channels.

Job Summary:

The Customer Service Representative will be the primary point of contact for customers who require support, utilizing specific support procedures and troubleshooting tools to resolve issues and concerns. This role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team.

Key Responsibilities:
  • Provide customer support functions via telephone, email, and other contact methods while maintaining a detailed log of each inquiry and response received.
  • Register reduced fare, employee, retiree, spouse, contractor, and full-fare cards, inputting data from various forms into the central database and PCPS website using a computer workstation provided by PATH.
  • Respond to cardholder claims of lost or malfunctioning cards, process card replacement requests, and ensure all relevant information is updated in the central database.
  • Research all cardholder claims from ticket vending machines, upon confirmation or denial of requests, inform cardholders of appropriate action to be taken.
  • Process and input all new and replacement web orders in accordance with procedures outlined in the training manual, maintain excel spreadsheets as needed.
  • Assist in the investigation of all incomplete/lost auto-load transactions, refund requests for service disruptions, multiple deductions, and expired products, providing detailed analysis for PATH Supervisor to determine resolution.
  • Process product refunds by encoding product using the central database for adding or removing value to account, perform monetary refunds for special circumstances via PATH website, according to refund matrix and established guidelines.
  • Monitor all incomplete or missing transactions, providing supporting details to Team Lead to determine resolution, advise passengers of any PCPS technical issues and necessary actions.
  • Provides accurate structure of product knowledge for a more informed and strategic customer purchase.
Requirements:
  • High School Diploma or higher equivalent.
  • Minimum of two years of experience in a customer service capacity, high volume call center experience required.
  • Proficient in Microsoft Office Suite/Intermediate Excel.
  • Proficiency with computers, technology/software applications.
  • Strong written, verbal, interpersonal, and listening communication skills.
  • Ability to work independently.
  • Ability to remain calm, maintain correct professional posture in high-pressured/stressful customer-facing situations.
  • Minimum of one year of experience communicating and coordinating across diverse groups for collaborative team efforts.
  • Minimum two years' experience working with customer support.
Preferred Skills:
  • Minimum of 1 year of college (30 credit hours)
  • Prior financial services or banking experience.
  • Prior CRM experience.
  • Bilingual professionals are strongly encouraged to apply.

Enlightened, Inc. is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.