Job Description

Job Summary

• 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. This role is flexible/hybrid.

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.

• Be available to work shifts Monday-Friday, between the hours of 6:15AM-8:00PM and Saturday-Sunday, 8:00AM-4:00PM.

• Ability to use Word, Excel, or Database Applications.

Job Tags

Similar Jobs