Customer Service Representative
4 weeks ago
The Customer Service Representative will serve as the point of contact for the cashless fare system and handle all incoming telephone calls, provide the public with route and schedule information when requested, and perform other duties as assigned.
Key Responsibilities:
- Interact with MTA customers positively, calmly, and cooperatively to answer questions, give directions, and de-escalate conflict as needed.
- Respond to telephone calls via multi-line phone system and email requests from the general public regarding MTA Fare payment system.
- Record customer comments, complaints, commendations, and recommendations via Agency database.
- Administer monthly pass programs as required by Agency procedures to include Employer Supported Program (ESP), Pass Sales Outlets (PSO), and Reduced Fare Programs.
- Manage the inventory and distribution of passes (Supervisor).
- Issue photo ID cards as needed.
- Assist customers with establishing an account with MTA Fare Payment system.
- Provide support to customers who are experiencing issues with their fare payment account.
- Assist customers with operation of ticket vending machine (TVM).
- Transition current MTA eligibility customers to the new fare payment eligibility system.
- Perform other duties as assigned.
Requirements:
- High School Diploma or equivalent.
- One year experience in customer service.
- Previous customer service in a high-volume call center and/or working with the general public preferred.
- Bilingual preferred.
- Must be flexible and able to work off-hours shifts as required.
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