Fares Call Center Representative

Job title : Fares Call Center Representative

Job ID : 741775

Location : Boston, MA, 02116

Pay : $28.50 / hr

Duration - 12+ months

Summary

We envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the Public by providing safe, reliable, and accessible transportation. Client's core values are built around safety, service, equity, and sustainability and each employee that works for the client performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. This includes resolving issues related to fares and Charlie Cards. This role is flexible / hybrid.

Duties & Responsibilities

• 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 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 client Customer Relations Management System (IRIS / HEAT).
• Work with client departments to research and resolve issues in a timely manner.
• Respond to customers with a resolution via letter, phone, text, chat or email.
• 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.
• Highly organized and detail oriented.
• Be available to work all shifts and / or locations as assigned or directed.
• Ability to complete and pass required training program by the end of the probation period.
• Performs all other duties and projects that may be assigned.

Minimum Requirements & Qualifications

Substitutions

An associate's degree from an accredited institution with one (1) year related service.

Preferred Experience and Skills