Call Center Bilingual Spanish

Job Summary

Provides information and assistance to customers through multiple communication channels including telephone, email, letter, chat, text, and web-based forms. This role involves resolving fare-related issues, including those related to transit cards, and operates in a flexible/hybrid work environment.

Duties & Responsibilities

• Handle escalations from the call center involving complex issues or difficult customer interactions related to fares
• Research and investigate customer concerns using the Customer Administration Tool (CAT)
• Apply appropriate solutions within CAT to resolve issues efficiently
• Assist customers with transit card registration and related inquiries
• Maintain knowledge of client policies and fare regulations
• Communicate progress and resolution status clearly, both verbally and in writing
• Track and manage customer issues from receipt through resolution using CAT and CRM systems
• Respond to customers via phone, email, chat, text, or written correspondence
• Ensure all inquiries are accurately documented and routed using CRM tools
• Collaborate with internal departments to resolve issues in a timely manner
• Identify trends in fare, service, employee, or maintenance issues and report findings appropriately
• Escalate critical fare and pass-related issues to management
• Interpret and apply training materials, policies, and safety regulations
• Maintain a high level of organization and attention to detail
• Be available to work assigned shifts and locations as required
• Successfully complete required training within the probation period
• Perform additional duties and projects as assigned

Minimum Requirements & Qualifications

• High school diploma or GED with 3 years of experience in customer service, preferably in a high-volume environment
• Strong organizational, time management, analytical, and multitasking abilities
• Excellent problem-solving skills with a professional, patient, and tactful approach
• Strong communication skills (reading, writing, speaking, and comprehension) in English and/or Spanish
• Availability to work flexible shifts, including weekdays and weekends
• Proficiency in Microsoft Word, Excel, and database applications

Substitutions

• Associate’s degree from an accredited institution with 1 year of related experience

Preferred Experience and Skills

• Experience in a call center environment
• Bilingual or multilingual capabilities
• Familiarity with public transit systems and rider experience

Job Types: Full-time, Contract

Pay: $28.50 per hour

Experience:

• customer service: 4 years (Required)
• call center high-volume environment: 3 years (Required)
• Customer Administration Tool (CAT): 3 years (Required)

Language:

• bilingual and/or multi-lingual skills (Required)
• Spanish (Required)

Work Location: In person

Salary : $29