Call Center Representative

Client: Fortune 500 Title: Fares Call Center Representative Location: Quincy, MA (Hybrid) Duration: 06 Months (Extension Possible) Schedule: Mon – Fri; 06:15 AM – 08:00 PM and Sat – Sun; 08:00 AM – 4:00 PM EST Pay Rate: $29/hr on W2 Responsibilities: · Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. · 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's 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 Customer Relations Management System (IRIS/HEAT). · 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. Qualifications: · A high school diploma or GED with three (3) years' experience in customer service responding to high call volume of customer inquiries. · Excellent customer service, conflict resolution, reading, writing, speaking and comprehension skills in English and /or Spanish.