Customer Service Representative

4 weeks ago

Jersey City, New Jersey, United States Enlightened, Inc. Full time
Job Description

We are seeking a highly skilled Customer Service Representative to join our team at Enlightened, Inc. As a key member of our customer support team, you will be responsible for providing exceptional service to PATH riders and staff.

The ideal candidate will have a strong background in customer service, with a minimum of two years of experience in a high-volume call center environment. Proficiency in Microsoft Office Suite and intermediate Excel skills are also required.

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.
  • Provide accurate structure of product knowledge for a more informed and strategic customer purchase.

Work Experience:

  • 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.

Shift schedules may vary and are subject to change based on customer service needs.

Equal Opportunity Employer: Enlightened 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.

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