Customer Service Representative (Bi-Lingual in Spanish)

Key Responsibilities

• Provide assistance to customers via phone, email, chat, text, and web forms
• Resolve issues related to fares, passes, and card registrations (e.g., Charlie Cards)
• Handle escalations from the call center involving complex customer concerns
• Research and investigate issues using internal tools such as Customer Administration Tool (CAT) and CRM systems (IRIS/HEAT)
• Track and manage customer inquiries from receipt through resolution
• Communicate updates and final resolutions clearly to customers
• Collaborate with internal departments to resolve customer concerns efficiently
• Document all interactions accurately in CRM systems
• Identify trends in customer issues and report findings to management
• Maintain knowledge of company policies, fare rules, and procedures

Required Qualifications

• A High School Diploma or GED
• Minimum 3 years of customer service experience in a high-volume environment
• Strong communication, problem-solving, and conflict resolution skills
• Excellent organizational and multitasking abilities
• Proficiency in Microsoft Office (Word, Excel) or similar tools
• Ability to work flexible shifts, including weekends