What are the responsibilities and job description for the Customer Service Representative (Bi-Lingual in Spanish) position at Dutech Systems?
Boston,MA
DatePosted : 4/9/2026 9:08:59 AM
JobNumber : DTS1017187668
JobType : Contract
Skills: Customer Service, Call Center Operations, CRM Tools (IRIS/HEAT), Problem Solving, Conflict Resolution, Communication Skills, Multitasking, Time Management, Data Entry, Microsoft Office, Customer Support
Job Description
We 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 Responsibilities
DatePosted : 4/9/2026 9:08:59 AM
JobNumber : DTS1017187668
JobType : Contract
Skills: Customer Service, Call Center Operations, CRM Tools (IRIS/HEAT), Problem Solving, Conflict Resolution, Communication Skills, Multitasking, Time Management, Data Entry, Microsoft Office, Customer Support
Job Description
We 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 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
- 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
- Previous call center experience
- Bilingual skills (Spanish or other languages) highly preferred
- Familiarity with transit systems or public transportation services
- Experience using CRM tools or database applications