Fares Call Center Representative

Fares Call Center RepresentativeCall Center Experience Required Bi-Lingual in Spanish RequiredSummary:Location: Quincy, MAWork Mode: HybridDuration: 6+ Month ContractMust be available to work shifts Monday-Friday, between the hours of 6:15AM-8:00PM and Saturday-Sunday, 8:00AM-4:00PM. (40 hours/week within this availability)Responsibilities:Provide information and assistance to customers via telephone, email, letter, chat, text, and web-based forms.Resolve issues related to fares and Charlie Cards.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 appropriate solutions in the CAT tool to resolve customer issues.Assist customers with registration of Charlie Cards.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.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.Report escalated issues related to fares and passes to the Manager.Be available to work all shifts and/or locations as assigned or directed.Complete and pass required training program by the end of the probation period.Perform all other duties and projects that may be assigned.Requirements:A high school diploma or GED with minimum 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.Preferred 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.