Fares Call Center Representative

About the role

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.

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 MBTA 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 MBTA Customer Relations Management System (IRIS/HEAT).
• Work with MBTA 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.

Requirements

• High school diploma or GED with three (3) years’ experience in customer service responding to high call volume of customer inquiries.
• Ability to use Word, Excel, or Database Applications.
• Substitutions: An associate’s degree from an accredited institution with one (1) year related service.

Qualifications

• Effective organizational, time management, analytical and multi-tasking skills.
• Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
• Excellent customer service, conflict resolution, reading, writing, speaking and comprehension skills in English and/or Spanish.

Schedule

Be available to work shifts Monday-Friday, between the hours of 6:15AM-8:00PM and Saturday-Sunday, 8:00AM-4:00PM.

Skills

• Previous experience in a call center environment.
• Candidates with bilingual and/or multi-lingual skills.
• Knowledge of the MBTA system and experience riding the MBTA a plus.