11 Fares Call Center Representative Jobs in Boston, MA
SORT BY
s
T
D
D
A
I
J
T
N
T
O
Fares Call Center Representative
$41k-52k (estimate)
Other | IT Outsourcing & Consulting
5 Months Ago
Dutech Systems is Hiring a Fares Call Center Representative Near Boston, MA
Boston,MA
DatePosted : 3/21/2024 9:36:46 AM
JobNumber : DTS101766058JobType : W2
Skills: Call Center Experience, Bi-Lingual, Knowledge of MBTA Transit Systems Ie: Customer/ Rider
Job Description
- 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.
RATE: $25.78 - $28.89 Per Hour On W2
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 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.
Minimum Requirements & Qualifications
- A high school diploma or GED with three (3) years’ experience in customer service responding to high call volume of customer inquiries.
- 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.
- Ability to use Word, Excel, or Database Applications.
Substitutions
- An associate’s degree from an accredited institution with one (1) year related service.
Preferred Experience and 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.
Required / Desired Skills
Call Center Experience: Required
Bi-Lingual: Highly Desired
Knowledge of MBTA Transit Systems Ie: Customer/ Rider: Required
Job Summary
JOB TYPE
Other
INDUSTRY
IT Outsourcing & Consulting
SALARY
$41k-52k (estimate)
POST DATE
12/15/2023
EXPIRATION DATE
05/08/2024
WEBSITE
dutechsystems.com
HEADQUARTERS
LEANDER, TX
SIZE
25 - 50
TYPE
Private
CEO
SWETA PANDEY
REVENUE
<$5M
INDUSTRY
IT Outsourcing & Consulting
Related Companies
Show more
Similar Jobs
Popular Articles
Top 10 Things to Avoid Putting on a Job Application
Read Article
How to Describe Your Education in a Resume
Read Article
How to Write a Memorable Cover Letter in 5 Ways
Read Article
4 Personal Finance Tips to Make During Job Transition
Read Article
4 Best Camera Setups for Interview
Read Article
Keeping a Job Search Journal: 9 Types of Journaling You Can Do
Read Article
