Customer Service Representative (Bi-Lingual in Spanish)

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 Required Qualifications: 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 Preferred Qualifications: 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 #J-18808-Ljbffr