Customer Service Representative (Bi-Lingual in Spanish)

Boston,MADatePosted : 4/9/2026 9:08:59 AMJobNumber : DTS1017187668JobType : ContractSkills: Customer Service, Call Center Operations, CRM Tools (IRIS/HEAT), Problem Solving, Conflict Resolution, Communication Skills, Multitasking, Time Management, Data Entry, Microsoft Office, Customer SupportJob DescriptionWe are seeking a dedicated and customer-focused Customer Service Representative to support transit customers with fare-related inquiries and issues. This role involves handling customer interactions across multiple channels including phone, email, chat, and web-based platforms. The ideal candidate will have strong communication skills, problem-solving abilities, and experience in a high-volume customer service environment.Key ResponsibilitiesProvide assistance to customers via phone, email, chat, text, and web formsResolve issues related to fares, passes, and card registrations (e.g., Charlie Cards)Handle escalations from the call center involving complex customer concernsResearch 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 resolutionCommunicate updates and final resolutions clearly to customersCollaborate with internal departments to resolve customer concerns efficientlyDocument all interactions accurately in CRM systemsIdentify trends in customer issues and report findings to managementMaintain knowledge of company policies, fare rules, and proceduresRequired QualificationsHigh School Diploma or GEDMinimum 3 years of customer service experience in a high-volume environmentStrong communication, problem-solving, and conflict resolution skillsExcellent organizational and multitasking abilitiesProficiency in Microsoft Office (Word, Excel) or similar toolsAbility to work flexible shifts, including weekendsPreferred QualificationsPrevious call center experienceBilingual skills (Spanish or other languages) highly preferredFamiliarity with transit systems or public transportation servicesExperience using CRM tools or database applications